How to add Stakeholders to Affected Services in JSM?

[Julia Watson-Clarke]

Hi Community,

I'm trying to add Stakeholders (client relationship managers) to the Affected Services in Jira Service Management.

However, this only seems to allow me to add users who have a JSM license. It doesn't allow me to add other Jira users:

[Connor · Accepted solution]

Hi @Julia Watson-Clarke Atlassian confusingly sort of has two stakeholder types, service and incident, and IMO their documentation doesn't make that clear enough. You're trying to add a service stakeholder, which requires an agent/JSM license. Incident stakeholders don't require an agent/JSM license, but they do need to be assigned the "Stakeholder" product role.

Here are links to the relevant documentation.

• https://support.atlassian.com/jira-service-management-cloud/docs/how-can-i-add-and-manage-internal-stakeholders/ 
• https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/ 

Here are the relevant bits from the documentation for incident stakeholders.

Stakeholders don’t need an agent license in Jira Service Management’s Premium and Enterprise plans. You can invite any number of stakeholders, without consuming agent licenses.

You can assign users a Stakeholder product role on Jira Service Management, through Atlassian Administration > Directory.

To add a stakeholder to the incident:

1. Select the Stakeholders field from the Details panel.
2. Select Add stakeholder.

Here are the relevant bits from the documentation for service stakeholders.

You can manage all incident stakeholders from the incident’s detail. However, service stakeholders can be added and removed from the service’s detail page. Only users with an agent license in Jira Service Management can be added as service stakeholders.

[Julia Watson-Clarke]

Hey Connor, 

Those links were really helpful, thank you. 

Unfortunately they don't solve my problem (as we are on a Standard License) but does explain why I'm having issues using the Stakeholder field!

Thanks again for your help.

Julia.

[Connor]

You're welcome Julia, glad I could help 😊