25 license in jira service desk

[Daniil Mazurin]

Greetings! I have next situation: we have a project which created as service desk and only 25 license for SD agents. But we need 50 administrators in SD without buying extra 25 licenses, can we find the other legal ways to solve this problem? Mb giving the extra rights or some plugin?

[Victor Mutambuki · Accepted solution]

Daniil,

Admins and Agents do need the Jira Service Desk licenses.

There are many functions that an Admin does and without the licenses, can't do much. 

Question for you is, why do you need so many Admins in your project?

Victor

[Nic Brough -Adaptavist-]

I'm 100% with Victor here.

Not only must you have a licence for every user you need (yes, there are ways to dodge this but it is illegal, as it is theft).  You really don't need 50 Admins.  The largest Jira in the world needs a maximum of 10. 

I think you really mean "Agents", and 50 Agents implies a very large helpdesk (most of the ones I run into are in the 10-25 bracket), so for legal ways to do stuff, you should analyse what you really need and see if you really do need 50 agents.

Start by breaking down usage into "personas".  As an example, imagine you run a mobile 'phone company and are using  Jira Service desk to talk to people who have your handsets.  You probably have personas including:

• Someone with one of your handsets
• Someone answering support calls when something goes wrong with a handset
• Hardware engineers trying to identify and fix hardware faults
• Developers looking after the software on it
• Marketing people talking to sellers and trying to sell more handsets
• People running each of the teams or areas
• Jira Admins/support

Immediately from that list, I can see a handful of admins and a few people needing to be agents, with a load more Jira Core/Software users (not agents) and a LOT of customers.

[Daniil Mazurin]

Situation: we have 250 software licenses and 25 for SD. processing this objects are 25 SD-guys, but we really need that all 250 peoples can move and editing the objects without licenses           :( why this 250 can't editing objects, they're have JIRA software licenses