Why use Jira Service Management?

[Brendan Gray]

I don't understand what Jira Service Management is for. Is it used explicitly for the purpose of customers having access to your projects so that they can see the progress?

If that is the case, then how can I set users who need to make changes and edits to our Jira projects and Confluence spaces, (I.e. be an administrator) but do not need access to Jira Service Management? Because having these people in Jira Service Management is taking us to a higher plan, but I still need them to be Administrators.

[Jack Brickey · Accepted solution]

JSM is a model where you have a support group or a potentially large number of customers. It is intended that customers don’t need full access to the application but rather just the ability to open issues and check the latest status via comments and a portal. Good examples of use cases include an internal IT support desk, external customer service support, HR support, facility support, etc.

JSM is not good for solutions where your team needs access to the application such that they can be assigned issues transition issues vote for issues etc. that is better suited for JSW or JWM applications.

finally regarding access to GSM in an environment where you may have JSW already as well as Confluence then you simply edit the users access by product. This is done under admin - user management and the details of the specified user. Anyone with JSM access is considered an agent and is licensed at a fee. Customers or JSM projects are not licensed.

[Thiago Guedes]

Thanks for this, Jack! Helped me a lot.

[Brendan Gray]

Hi Jack, thanks for the reply. But I need some of my users to have admin rights, but to not have access to JSM so I don't go over my member limit. Does that make sense?

[Jack Brickey]

If a user is a Jira admin they have access to everything. That is the nature of being a Jira admin. Project admins are more limited and wont have access to all projects. If you were on a free project and you’re trying to control your user limit you absolutely should have only a single or at most two Jira admin’s. There’s really no reason for such a small deployment to require more than that.

[Brendan Gray]

I need 5 or 6 users to be able to make edits to a project though, so I need them to be admins.

[Jack Brickey]

what kind of edits? Can these users be simply project admin’s? Must they be Jira admin’s? If they are Jira admin’s then they will be JSM licensed users. If they can be project admin’s in your JSW projects then they won’t have to have access to JSM.

[Brendan Gray]

As far as I can tell that feature (to make users projects admins) is only available for paid plans.

[Jack Brickey]

That could be for sure. But hey for free get a lot. Invariably though you're going to run into a situation where you want to upgrade if you depend on the application to get work done.