We're looking to implement Jira Service Desk as a replacement for an existing SD, and to use Jira Software for managing projects.
I'm happy with what each do, and that I can have a Service Desk tickets that can then be moved to a work item in a project for delivery. I just can't quite get my head round the licencing.
I have 150 users, 4or 5 Service Desk folk, and an IT dept of 20.
I get that I don't need licences for the 150 users, and that the IT dept will be software users. The 4 or 5 Service desk people will all have to have a SD licence, but not a software licence? Is that correct?
Some of the Software Users will sometimes need to triage tickets, so will need a view of them, will they need SD licences? Or is there another way round this?
Any ideas will be appreciated!
Ok... I am going to take a shot at this and... I could be a bit off... so here we go:
As such, it basically comes down to all the humans will have Software licenses. The few you need to act on JSD tickets (edit, update, transition, close, etc) will need SD licenses.
Hope this helps
Therein lies a rub. IF you want to give them access to a link to get status/performance/etc, (something I am hugely in favor of because lazy and hate writing status reports) the answer is yes.
What we have done in our shop is that our group TPM, who has access to JSD, will suck out the status reports I built in Confluence pulling from JSD to a PPT to submit to leadership. It saves us the cost of licenses for them, almost none of them will ever click a link to get a status report regardless, and it adds a sometimes needed layer of obfuscation. If you make your reports all relative using queries, at worst it ends up being a copy/paste effort.
I'm sorry, but that's not quite right. To correct Mike's post:
Thanks @Nic Brough _Adaptavist_ ; that was why I had "think" both present and italicized. I don't own any Core users because all the humans in my shop tend to use softwarish features. I was hoping someone rather smarter than I would correct if needed.
Yes, @Mike Hibbert , that was what we did. Basically work around the restrictions for reporting
I do have a few situations where I do that little thing, @Mike Hibbert . These include:
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