Enable access to Opsgenie for Jira Software users without granting them agent access to JSM

[Bárbara Lozada]

Hi there! We currently have two products in our Jira instance: Jira Service Management (JSM) and Jira Software. As I'm new to Opsgenie, I've been testing it and noticed that when I grant Jira Software users access to Opsgenie, the system automatically assigns them the role of an Agent in JSM as well. I was wondering if it's possible to activate this access separately for Jira Software users and JSM users. I've tried searching for an answer to this question, but unfortunately, I couldn't find any relevant information. Thanks!

[Howard Nedd · Accepted solution]

Hi,

That is not possible as your JSM agent license is tight in with your Opsgenie license.

So 1 Opsgenie license is 1 agent license and visa versa. There is no way to separate the two as far as I can see because Opsgenie is a byproduct for JSM agents.

Hopefully that answers your question.

Regards

Howard

[Bárbara Lozada]

Hi, thanks Howard!

Regards,

Bárbara

[Benjamin Wai]

Hi Howard, 

Would you please explain this OpsGenie pricing page?

https://www.atlassian.com/software/opsgenie/pricing

How can we get these licenses when the licenses are actually tied to JSM agents.

[Howard Nedd]

Hi @Benjamin Wai ,

That is the pricing for Opsgenie standalone. You can decide to have a standalone opsgenie instances based on your requirements. 

This then will have a separate license count and will not be merged with JSM. 

Hope that helps.

Regards

Howard

[Benjamin Wai]

I second this question. I have run into the same problem: Enabling/adding any Jira User to OpsGenie will automatically tie the user to a new JSM license. This is not desirable. As OpsGenie's pricing is advertised in this page:

https://www.atlassian.com/software/opsgenie/pricing

Atlassian claims that to use OpsGenie It is free up to 5 users, or $9/user/month on the next plan with more than 5 users. However because it is actually tied to JSM agents, to use OpsGenie we are actually limited to up to 3 users on the free plan, or $21/user/month on the next plan for more than 3 users behind the scene. So this looks like we are advertised for something cheaper on plans that are actually non-existent, but instead get charged on plans that are more expensive. Is this deliberate deception?

In our use case, the users who would use OpsGenie are clearly separate from those who would be agents in JSM. Our OpsGenie users have no use for JSM. They have different tasks and responsibilities. That's why we chose OpsGenie in the first place because of the separate price plans. 

So, is there a configuration option to allow us to actually use separate licenses as advertised  in the OpsGenie price plan , or that we are stuck with the more expensive JSM pricing?

[Howard Nedd]

Hi,

The pricing that your referring too is the pricing for Opsgenie Standalone.

Now, If you’d like to unmerge your Opsgenie and Jira Service Management subscriptions, you’ll need to contact atlassian support.

Once they're unmerged, Opsgenie and Jira Service Management will become standalone products, with separate user management and billing costs.

The subscription cost for Jira Service Management will not change unless you remove agents, and standard Opsgenie pricing will apply to the unmerged Opsgenie subscription.

Hopefully this answers your questions.

Regards

Howard

[Anthony Morais]

Hi @Bárbara Lozada 

To grant access to Opsgenie separately, go to Opsgenie settings > Users > search for the user and apply the required access.

I hope it helps!

Regards,

Anthony

[Bárbara Lozada]

Thanks Anthony,

But let me explain you a little bit more what is my question.

When I do what you are showing me with the Jira Software users, the system automatically grant them access as JSM agent and I don't want that.

Let me show you some screenshots:

This is how the permission section for my user looks like when I added it to Opsgenie, as you can see the JSM Agent access is on:


If I turn off this permission:


Then in Opsgenie my users status is: Suspended, it means that I don't have access to Opsgenie.

So I want to add Jira Software users to Opsgenie without grant them the JSM Agent permission.

I hope you can help me with this. 

Regards.