Jira Premium - Is it needed for Project Access

[Joshua Stokes]

Hello everyone,

Do users require a Jira Premium license assigned to them to be able to access JSM Projects?

Thank you.

[Trudy Claspill]

Hello Joshua,

It depends on the type of access you want them to have.

JSM Agents (your internal people who will work on JSM issues) need to be assigned a User (agent) role for the JSM product. People that will only access the JSM projects through the Customer Portal (or interact via email) need only a Customer license for the JSM product.

If you want your Jira users to be able to interact with the JSM project issues minimally (i.e. add internal comments but not be able to change status or interact with customers) they would need a Jira User license and to be added to the Service Team role within individual JSM projects.

[Joshua Stokes]

Thank you for the reply @Trudy Claspill 

I have a JSM Team Managed Project (Kanban) setup.

I have some users assigned as Member - 

These users' permissions are setup as per below - 

Would these users be able to interact with the Project? 

And if I were to send them the URL from the summary page, would they be able to access?

Thank you for your help!!

[Trudy Claspill]

Are you asking if they could interact with a JSM project?

If so, the answer is "it depends", on several factors.

Have you associated the user to a Role within the JSM project itself? If so, which Role?

What is the Access setting for the JSM project?

What are the Customer Access settings for the JSM project?

[Joshua Stokes]

Have you associated the user to a Role within the JSM project itself? Yes

If so, which Role? Users are set to Member under Role within the access page of the project

What is the Access setting for the JSM project? Project access is set to Private 

What are the Customer Access settings for the JSM project? There are no Customer Access settings aval. within Project Settings.

Note - I am Org Admin, and also Admin within this Project, have Agent license for JSM as well. 

Appreciate your help @Trudy Claspill 

[Trudy Claspill]

Hello Joshua,

I found this page discussing the options for JSM Team Managed project access:

https://support.atlassian.com/jira-service-management-cloud/docs/manage-how-people-access-your-team-managed-service-project/

I don't see a Member role in this documentation in the section that discusses Team Managed JSM projects. I also don't see that in the system to which I have access. What I see agrees with the documentation that, by default a TM JSM project has three roles; Administrator, Agent, and Viewer.

Was your statement about giving the user the role of Member within the JSM Team Managed project accurate?

If you want Jira users to have view-only access to a TM JSM project, give them the Viewer role in that project. Per the documentation you don't have to grant them any sort of Product Role in admin.atlassian.com. I don't know what will happen if you grant then the Customer Product Role and the Viewer Project Role. Perhaps that will enable them to access the project through the Customer Portal, and have view only access to the project through the Jira UI.

If you want them to have the ability to make minimal updates to JSM issues through the Jira UI, they would need a Jira Product License and the Agent role in the JSM Project.

If you want them to have the ability to make more changes in the JSM issues they would need to have a JSM Agent Product Role and the Agent Project Role.

In Project Settings under Access > Customer Permission you will find the information about settings that affect how people can interact with the project through the Customer Portal.

If you don't see that option in Project Settings then I don't think you are working with a JSM project. You can confirm the project type by looking it up on the View All Projects page under the Projects menu, and looking at what is specified in the Type column.