Billing

[Sam Cassidy]

Hi. We have Jira Software for 20 people. We are taking on a new client and want to use Jira Service Management. We would need around 5 users out of the 20 to answer the service requests from our new client. In terms of billing would we pay 5x monthly charge or 20 x monthly charge as we have 20 users in Jira software.

Thanks 

Sam 

[Max Foerster - K15t · Accepted solution]

Hey @Sam Cassidy ,

to respond to customers in Jira Service Management a user to be a licensed agent. You will only pay for the users that you configure as agents, so in your case: 5. You don't pay for all 20 unless you configure the product access that way. :)

Best, Max

[Sam Cassidy]

Hey @Max Foerster - K15t  That's great news thanks for coming back to me. Sorry to ask another question. If we have 5 users on JSM, who then move the tickets to our project boards within Jira. Would those 5 be able to assign to the other 15? Who could then work on the issue before being resolved and passed back to the 5 who could liaise with the customer. I hope this makes sense. 

[Max Foerster - K15t]

Hi @Sam Cassidy, you need to be a licensed Jira Service Management user (= agent) to be able to interact with the project and for most of the available issue actions. In general, an agent can do the following:

• view the portal, queues, reports and SLA metrics within a service project

• view, add, edit and delete customer-facing and internal comments on issues

• add customers to a service project

• view, create and manage content in the knowledge base

• manage customers and organizations

Unlicensed users are so-called collaborators, they only have limited abilities:

• view issues, comments and attachments

• add attachments and delete their own attachments

• add internal comments to issues and delete their own comments

• watch and vote for issues

• view other watchers and voters

Everything beyond that (transition issues, assign issues, be the assignee) requires a JSM license.

Best, Max

[Sam Cassidy]

@Max Foerster - K15t  Thanks so much for your answer Max.