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?
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.
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