Change Management License

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. 

1 answer

1 accepted

1 vote
Accepted answer

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.

Thank you again. Very helpful and knowledgeable. I will keep this in mind during our evaluation of JSD. 

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Jan 08, 2019 in Jira

How to Jira for designers

I’m a designer on the Jira team. For a long time, I’ve fielded questions from other designers about how they should be using Jira Software with their design team. I’ve also heard feedback from other ...

1,054 views 4 9
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you