Is is possible to let our Jira users view case details in Jira Service Management?

[Anthony Lai]

Our engineering team members all have Jira licenses for code development. We have a small support team who have Jira Service Management licenses for customer support.

Is it possible for our support team to share case details with engineering team members without us having to purchase Jira Service Management licenses for all of our engineering team members? The engineering team needs to be kept aware of case details so they can perform their work, but they do not need to interact with our customers in any way.

[Mikael Sandberg · Accepted solution]

Yes, all you have to do is add your development team to the project role users in your JSM project, that will allow them to view requests and also add internal notes.

[Anthony Lai]

Super! Thanks for the tip!

[Irina_Bel_Stiltsoft_]

You can grant browse and comment permissions on projects to Jira Software users without incurring any licensing cost. In this case such team members:

• Cannot own issues in JSM projects they can only browse and make internal comments 
• Don’t have access to the service project interface (queues, reports, and SLAs) and can’t work on issues (for example, log work or transition them).

Also, I would advise, as an alternative or addition to your JSM (cost-effective solution for small teams, and without sites, users, and agents limit) try out the Customer Case for Jira Cloud app. It also works as a portal for your external clients or team members (you can restrict access to a forum by your domain) where they can submit their issues or ideas. You can create a forum for your JSM project. Team members that don't have licenses can post their issues via the forum, and they will be added to the same project automatically.