• Does JIRA Service Desk (JSD) work in a WIN SVR 2012 R2 operating system?
  • Does JIRA Service Desk (JSD) support Oracle 12.1?
  • If JIRA Service Desk is part of another system (System A) and a System A user accesses that system and reports a Problem (populating data tables used by JSD), is that individual reporting the problem considered an "agent"?  Or are agents considered to be users who have active accounts (e.g. Help Desk or programmers)?

2 answers

The JIRA Service Desk is just an add-on of JIRA so it entirely depends on what JIRA version do you have. Take a read here (https://confluence.atlassian.com/jira/supported-platforms-207488170.html).

0 vote

Gabrielle covered the first two.

The third question is worrying - "populating data tables used by JSD" implies you might want to write data to the database outside JIRA.  Don't.  It won't work and you'll break it.

If you are just questioning the licence scheme, for JSD, there are three types of user:

  • Agents - are the people who do things in JSD, they answer calls, respond to users, do first line support and keep the issues updated.
  • JIRA Users - are normal JIRA users, using it for issue tracking.  They are NOT active in JSD projects (although they can be invited in as "collaborators" when an agent needs their help).  Agents are also JIRA Users.
  • Customers - have an account that is little beyond an email address.  All they can do is use the front-end of JSD for reporting and viewing issues they raise
  • Are programmers, who respond to assignments by Help Desk viewed as agents or JIRA users - collaborators ?


No. Only Agents respond to JSD issues. They can invite collaborators in to help, but those people are not Agents, and they don't get full Agent abilities just because they're invited in.

Remember that there have been changes in the model of licencing between JSD 1 and 2. Also between JSD 2 and 3 the role of Collaborator has been replaced with Service Desk Team role to refer to the users who will help resolve an issue.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,206 views 13 19
Join discussion

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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot