I cannot add people to my Service Desk Team

[Mark Kearns]

Hi,

I have 3 x Agents (licensed) and they can access SD Projects without an issue.

I want to add my development team as part of the Service Desk team.  Each of the developers have a valid JIRA license but are not licensed as an Agent in Service Desk.

I have gone to Project Settings > People - and I have added a User, and clicked "Add 1 Person".  The "Choose Role" option is also not available to click as it says you need to upgrade to get access to roles.

Nothing happens ! No message, they are not added to the Service Desk team.

Any assistance would be appreciated.

[Mayur Jadhav · Accepted solution]

Hi  @Mark Kearns ,

I hope you are doing well!!

Are you on free Jira Service management plan. If yes it allows auto 3 free agents. And If you are on standard/premium Jira Service Management then your user limit may exceeded.

[Mark Kearns]

Yes, i'm on a Free plan.  I have 4 service desk projects. - I only have 2 AGENTS.

On my other Service Desk projects I have multiple (>3 Service desk team members).   These users are known as "collaborators" - they do not need a Service Desk license - they have limited functionality and can only comment internally.  They do have Jira Core licenses.

The problem is the feature in Jira Service Desk to add new Collaborators is broken - It does not work anymore.  

[Mayur Jadhav]

No. if you wanted to add Comment (Customer Specific/Internal ) you will still need JSM license.

[Mark Kearns]

Thanks, but you are incorrect.   I have 2 Service Desk Agent licenses and 3 other Service Desk Team roles assigned to Jira License users.   These 3 users are able to comment on tickets when they have been added as a "Participant" to a SD ticket.

[Mayur Jadhav]

As I mentioned if they want to add internal comment then yes they would need license, but they have added as participant then they will be able to add comment from portal not from agent view.

[John Funk]

Hi Mark,

Correct  - with the Free version, every user has access to everything. Therefore project roles have no affect on anything - so there is no reason to add people or put them in roles. The purpose of the roles is to control permissions and access. But since everyone has access with the Free version, then they turn off that functionality.