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How users in JIRA being counted as a license user?

wajdhaikal Mar 05, 2012

I have configured JIRA as a support system, will there be a limitation for the reporters, I have 100 users license, and need to have more reporters say 150 users as reporters just for opening tickets by email and have permission for (attach and comment)

Can this be done without consuming the 100 users?

7 answers

1 accepted

1 vote
Answer accepted
Andy Brook (DEV) Mar 05, 2012

Interactive users ('jira-users') and non-interactive (! 'jira-users) are both able to create issues by email, how the handler exactly does that is specific to the handler, but is how it should work and is what JEMH does. I don't use the default handlers much.

Create a user that has an external email account, give them 'nonjira-users', remove 'jira-users', give that user or nonjira-users privilege in a specific project, nominate that project in the service params or related config, the mail should end up in the project.

1 vote
Andrzej Pasterczyk Mar 05, 2012


Licensing fees are quoted per number of 'active users'. An active user in JIRA is by definition any user account in the system with the "JIRA Users" global permission, i.e. anyone who can log in. Unlimited 'anonymous users' are permitted on all licenses.

Reporter field can be set to any user that exists in Jira (doesn't have to be 'active user') but the issue must be registered by active user. To be able to attach files and comment you need to have active user. Not sure how it goes with making comments by replying to email - should be possible to do that without 'active' user.

wajdhaikal Mar 05, 2012

Said issue should be registered by active user, then the user which is out of jira-users group will no be able to create issues by email, correct me if I'm not wrong. I need a non-active user to open issues via email.

1 vote
Thorbjørn Sigberg Jul 30, 2012

I'm not sure I get this. I'm attempting to configure our Ondemand Jira to extend it as a helpdesk solution, and would like people who send email via the emailhandler to be notified with status changes and comments on the issues that they create. Naturally, I do not want all external users to get full JIRA users.

If I add the "create users" flag on the email handler, it apperas to be creating real JIRA users that count against my license. And JEMH doesn't seem to be supported by JIRA Ondemand.

How do I solve this scenario on Jira Ondemand?

0 votes
Andy Brook (DEV) Mar 05, 2012

Agree, if you create 'users' by email, that don't have jira-users membership (interactive login privilege) then yes, they can indeed reply to the issue by email, the thing is project security, those users need to have the authority within the project. Being a jira-user doesnt come into it.

You can reply with comments and attachments, and dont have to be a full 'jira-user' and is what JEMH relies on.

wajdhaikal Mar 05, 2012

can they (inactive users) create issues via email? I tried to put them into another group say X and I gave X permission to create issue and comment in permission scheme and still the issue is not created via email!

Andy Brook (DEV) May 18, 2012

Just noticed this last comment, with JEMH, you dont need to create users to have them involved in an issue lifecycle, JEMH 1.2.x now provides all functionality required. It does this by storing non jira addressees in a custom field, allowing them to receive notifications (and reply to them). This is more geared to scnearios where people have NO access to JIRA at all, anonymous or otherwise.

0 votes
wajdhaikal Jul 30, 2012

Yes, don'y set the create users flag to true, this way you you will enable automatic user creation. But as far as I know the users that you want to be able to open tickets in the system should have proper peremission over the project.

For the following Permissions:

1.Browse Project: you should have (Reporter)

2.Create Issues: you should have (Reporter and the None-Active Users Group='your helpdesk end-users or customers'') , so thier emails should be defined inside jira so they will can recieve notifications otherwize they will not get a notification.

I hope my answer helps you or make it more clear...

Matthew Firtion Apr 21, 2013

Your comment makes no sense. How can I enable automatic user creation if I don't set create users flag to true?

0 votes
Thorbjørn Sigberg Jul 30, 2012

Hm, two follow up questions:

  1. I need to manually create users in advance for anyone that wants to send us a support ticket?
  2. If I create the users the way you propose, they will not count as a license-user?
Andy Brook (DEV) Jul 30, 2012

Yup, agree, if you create users by hand on a per-user basis you can setup group memberships to not consume licenses, and have email create issues, but this isn't feasible for wider Helpdesk style use.

wajdhaikal Jul 30, 2012

Well.. Any user not in jira-users group will not be counted as a full licensed user (Users with no access to JIRA system).

I'm using this in our projects we have 3 running ticketing/support systems in JIRA, you need only to give full access for the workers who will work on the ticket, for the out side users they should be in another custom group and not in (jira-users) group and also have the proper permissions to open the ticket but don't forget to give proper notification settings in the project notification scheme.

Actually if possible I think there are more than one way to create the user accounts, but if your customer base is small you also have the option to do them manually.

0 votes
swag pal Aug 01, 2013

Hello Andy,

We have JIRA on-demand license and want to use it as our helpdesk. Since our company is big and has many customer who write to us with their queries. Can you suggest some plug-in's to use.

We want external tickets to be created without consuming our license.

We want internal tickets to be worked upon which will be related to those external (customer) tickets and might require multiple team to work on it .

Also we want to mantain Turn around time.

Can you please help me in suggesting some alternatives here.

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