Does everyone that wants to create a CM need to have a Service Desk License?
We have over 2,000 users of Jira Software and only 50 users of Jira Service Desk so I really don't want to purchase 2,000 licenses for the Software users to use Change Management.
Depends on how you're doing Change Management.
If your changes are just JIRA issues and not being done in Service Desk projects, then no, you don't need SD agent licences for your Software users to create them.
If your changes must go in a Service Desk project, then either
1. Yes, you will need 2000 agents if you want to create them as JIRA issues inside the SD project as though the users creating them are Agents.
2. No, if you want to do them as Requests - set up your Software users to be "customers" as well as normal JIRA users. Customers are free to licence.
Thank you Nic for your reponse.
Yes we were hoping to house this feature (at least for infastructure) in the JSD side. We obviously see the pros and cons for your 1. solution, but for 2., what are the cons? Would it be that when a JSW user submits the request, they wouldn't be able to edit it so a JSD agent would have to?
Also thank you for helping us so much on our questions. You have replied to most of them with great answers!
Yes, that's the con for option 2 - a user would only see the request, not the issue behind it.
However, if the agents were to add the original user as a participant as well, they'd at least be able to see and comment on the main JIRA issue behind the request.
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