How to get Read access only to Service Management ticket

[serge calderara]

Dear all,

We have a customer project A where users are handling some ticket in theire own side.

Some of those ticket as a linked reference to a Service Management issue .

From project A, those users cannot read the ticket from the Servie Management because theire are not agent and have no right on it

Question :

1 - Is there a way to give read access to a Service Desk ticket ( note an agent) without consuming an Agent licence ?

2 - Other solution, does User A from project A could eventuall see the ticket details form the customer portal even if he is not the owner ?

Thanks for those clarification

regards

[John Funk · Accepted solution]

Hi Serge,

You can give the customers a Jira Software license and then implement Issue Level Security so that they only see the tickets they are allowed to see. 

They won't need the more expensive Agent license, but they will need to a Jira Software license.