Jira software and Jira Service Management licensing

[Venz]

We have Jira software implemented on our end and would likely to add Jira Service Management. Some questions are below:

How would licensing affects both services, like the existing license in JS vs. license in JSM.

How would it look like? will it be separated or not?

Thank you.

[Robert Wen_Cprime_ · Accepted solution]

Hello @Venz ! Welcome to the Atlassian community!

A license to a Jira product grants you access to the product-specific features for that Jira product.  For example, a Jira Software license allows you to see boards and set up versions and releases.

You still can do mostly things such as viewing issues, enter comments and attachments, and the like.  A Service Desk agent (who consumes a JSM license) is the only one that can transition JSM issues.

Hope this helps.

[Venz]

Thank you @Robert Wen_Cprime_ . Appreciate the information. 

[Mayur Jadhav · Accepted solution]

Hello @Venz ,

Welcome to the Atlassian Community!!

As Jira Service Management and Jira Software both different product, licensing is separate for both products.

For example you can have Jira Software -100 license/seats and for JSM - 50 license/seats, its up to your organisation need.

Note: In Jira Service management Agents consumes license ( Who actually work on ticket), you can Unlimited JSM customer and they don't need license ( Who submit the tickets).

I hope provided information is helpful.

Regards,
Mayur

[Venz]

Hi @Mayur Jadhav , yes, it was helpful! Thank you

[Nic Brough -Adaptavist- · Accepted solution]

Welcome to the Atlassian Community!

The licencing is separate.  You will have a licence for X developers (Jira Software users), and when you add Y Agents (people who will be working in your JSM projects), they are a distinct group on their own.

You may want to make your Agents into Developers as well, in which case, you'll need to allocate a space in both JSM and JS, and similarly, you might have developers who need Agent access too.  But you can licence both systems totally separately, even when running in the same instance.

[Venz]

Hi @Nic Brough -Adaptavist- , Thank you for answering my question. Just want to clarify, so let's say I have Developers (from JS) that might comment to tickets (in JSM), would they still need a separate license in JSM? to what extent we have to provide licenses to each products?

[Nic Brough -Adaptavist-]

No.

You can add any Jira user to any project.  Your developers will only have limited actions on JSM issues available - they can be allowed to see, watch, and comment on JSM issues for example, without being given Agent rights.  Agents can be given full access to Jira Software projects, but can't use the boards that issues appear on.

[Venz]

Great! Thank you for that information. 

[sean]

The organization I'm working with has account managers who can access, create and be assigned tasks in Jira. Separately, we have JSM projects with Agents and Customers. It looks like we can assign existing JS members (our account managers) as "Developers" in JSM so they can read and comment on JSM issues - but not be assigned them (the Agents are assigned the issues to work on). But what if we don't want to refer to the Account Managers as "Developers"? Is there another permission level or type we can use or apply to these existing JS members that isn't called "Developer", since they are not developers?