Licencing Service desk agents

Hello,

We are about to acquire JIRA Service Desk and we have a question about what number of agents licenses we need to purchase. Our set up is: 3 first line operators, about 5 applications specialist acting as second line support and about 50 developers that can be consulted if an issue is escalated to third line. Our current Jira software installation has 100 user licenses. I guess that it is mostly the first line personell that will work with the service desk interface the second line and third line just need the information about errors and problems.

So the question is: except for the 3 first line support personell how many agents do we need to acquire?

1 answer

1 votes

It depends on what activities you expect the 2nd line and developers to be doing.

If they are expected to be called in on the odd Service Desk request to make comments and help out, then they just need to be users.  In cases where a service desk request leads to actual development work, the process would be to create new development issues in the development projects to run in parallel with the request that spawns them.

If, however, you need your developers to be updating the SD requests, moving them through workflows and using them as development tracking issues, then they need to be agents.  That's not a standard model though.

At a glance, without more detail on those expectations though, I would say you definitely need 3 agents, you might need another 5 for the second line, but you don't need the 50-100 for developers, they should remain as developer users.

Speaking of standard models, is there documentation on what the standard is? 

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 ...

2,760 views 11 18
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