Agent license

[Joshua Stokes]

Hi all,

If we want staff to be able to approve items on portal requests that users have logged, do they all require a paid Agent license for this?

Or are there different options?

Would love to understand more.

Thanks for your help!

[Trudy Claspill · Accepted solution]

Hello @Joshua Stokes 

Customers can be approvers for other customers' requests. An agent license is not required if those approvers can get all the information they need by viewing the request through the Customer Portal.

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-an-approval-stage-for-a-request/

An Agent license is required for people that need to be assigned to the JSM items, view them through the Jira/JSM UI to see full item details (vs. through the Customer Portal), and have access to modify the data and create customer-facing comments.

[Joshua Stokes]

Very helpful @Trudy Claspill  

Thank you!