Does developer, Jira-administrator and service-desk-team need separate jira licence?

[AKSHAY THAKARE]

Hi,

currently, we have  3 developers, 3 Jira-administrator and  3 service-desk-team and all they are different one. In short, we have 9 members and we have 3 licenses of the jira sd.

they all want backend access like they want to see, modify, comment internally, change the status of all the request raised under jira sd.

So I want to know how to Manage this?

[Deleted user]

Hi @AKSHAY THAKARE,

Agents are licensed for Jira Service Desk have the ability to access queues, move issues through workflows (change status), and make customer-facing comments.

If you want to add any other member ( apart from 3 service-desk-team members which are part of "jira-servicedesk-users" group) to change the status that is not possible. However, you can still be able to add them to the projects "Service desk team" role so that they will be able to internally communicate with agents, modify the field values.

For more information, please see this article: https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-agents-customers-and-roles

Hope this helps.

Thanks,

Swathi

[AKSHAY THAKARE]

Hello, @[deleted]   as I have 3 licenses I think I can only add 3 members to "Service desk team".

"Service desk team" also needs licences?

[Deleted user]

Hi @AKSHAY THAKARE,

You can give users with Jira Software or Jira Core licenses (i.e they should be part of either jira-users or jira-software-users group) permission to view and comment on service desk issues without a Jira Service Desk license. We can call them as collaborators to service desk projects.A collaborator (in your case  3 developers, 3 Jira-administrator) do not require agent license unless they have either JIRA software or JIRA core license. You can add any no of users to service desk team role, however, those who are part of the jira group "jira-servicedesk-users" will be the agents.

What collaborators can do : 

• View issues, comments, and attachments
• Add and delete their own attachments and internal comments
• Watch and vote for issues

What collaborators cannot do : 

• Leave comments for customers
• View queues, the customer list, or reports
• Transition service desk issues
• Log work on a service desk issue
• Be assigned to a service desk issue

Regards,

Swathi

[AKSHAY THAKARE]

Thanks @[deleted]

So how can I set collaborates?

currently, there is a member who wants to see the raised request from the backend of JIRA SD not from the customer portal, we didn't have a licence for him.

what can I do then

[Deleted user]

Hi @AKSHAY THAKARE,

I hope this user can log in to JIRA and access other normal projects. Can you confirm if that user has jira core or software license? Or can list out the groups which this user is part of? 

[AKSHAY THAKARE]

@[deleted] As we have 3 user license Jira SD, I could not add more than 3 members to the "jira-servicedesk-users" group.

[AKSHAY THAKARE]

I hope we are talking about JIRA Service Desk not JIRA