Use this page if you plan to migrate to the new pricing model for JIRA Service Desk 2.0.
JIRA Service Desk version 2.0 introduces a new pricing model. Whether or not you adopt the new pricing model affects your upgrade path. If you want to stay with your pricing model and upgrade to the version 2.0 product, check out Upgrading to JIRA Service Desk 2.0.
If you're using our Cloud service Atlassian OnDemand, please refer to this guide.
Upgrading to version 2 pricing model for JIRA Service Desk Server
The JIRA Service Desk 2.0 Release Notes summarizes the new functionalities and changes you will see after you upgrade to version 2.0.
- Jira システム管理者のグローバル権限が必要です。
- Check the Supported Platforms to ensure your version of JIRA supports JIRA Service Desk version 2.0.
- Make sure that you've read the New pricing model for JIRA Service Desk 2.0 FAQ.
- Get a new license key.
To move to the new pricing model, you will need to apply a new license key to your installation to activate the pricing switch. To get the new license key, you need to contact our advocates team. The FAQ page linked above covers information on how to contact us.
Stage 1: Installing 2.0 and applying the version 2 license
- Make an agent list, i.e. a list of all the users that you plan to assign an agent license seat to. This typically includes both agents and service desk administrators.
- Download and install version 2.0. For instructions, see Install JIRA Service Desk.
After you install 2.0, agents and administrators will see the new People tab and the email channel settings in each service desk. Do not make changes to these two sections just yet. You will set up the users in the next stage and after that, it is easier to manage the users on the People tab and configure the email channel.Old People tab v.s. the new one
Screenshot: Old People tab Screenshot: New People tab
Go to > User management > Groups , locate the service-desk-agents group, and add the users on the agent list you made in step 1 to this group.
- Apply the version 2 license key you get from our advocates to your installation of JIRA Service Desk.
Stage 2: Migrating the permissions and setting up the users for each service desk project
For each service desk project, decide who are the project's agents, administrators, customers and collaborators, and then make a list of the users for each role. You can note users down individually or the group names to which they belong.How to decide
- Agents are the users that need to communicate with customers. Learn more
- Administrators are the users that manage the service desk. Learn more
- Customers are the users that open requests. Learn more
(Note: In version 2.0, you can open up your Customer Portal so that all users can open requests in your service desk as long as they have an account in JIRA Service Desk. This is an open service desk. If you plan to make your service desk an open one, you can leave your customer list blank. We'll look at how to make it open after migrating the permissions.)
Collaborators are the users that occasionally assist agents in resolving requests and they do not communicate with customers directly. Learn more
(Note: You might not have any collaborators at this stage. If that's the case, just leave the collaborator list blank.)
Administrators エージェント カスタマー 協力者
- John Smith
- For each service desk project, go to the JIRA project administration page of the project and locate the Roles section. You will see the JIRA Service Desk roles there.
(Go to > Projects, choose the project. In the left-hand navigation, click Roles.)
Add users on the lists you made in step 1 to the roles.
- Add the administrators to the Administrators role.
- Add the agents to the Service Desk Team role.
- Add the customers to the Service Desk Customers role.
- Add the collaborators to the Service Desk Collaborators role.
In the header, go to Service Desk, and choose your service desk project.
You will see an error message displayed at the top of the screen. To learn the details of permission setup differences between your current permission scheme and the standard one, you can expand the message.使用例
- At the bottom of the message, click the Upgrade permission scheme button. For information about the errors in the message and what the upgrade action does, see Resolving permission scheme errors.
- Go to the People tab, check the Agents, Customers and Collaborators sections to make sure that the users added to the roles in step 3 appear in the right section.
Note: Administrators appear on the Agents tab and have the ADMIN icon next to their usernames.
- Repeat step 1 to 6 for the other service desks.
Congratulations! You've finished the upgrade process. Check out the following section for functionalities that might be useful for your service desk.
Decide whether you want your Customer Portal to be open or restricted. For details, see Opening up or restricting access to your service desk.
Public signup for your customers: By allowing public signup for your service desk, your customers can easily create user accounts for themselves. If your Customer Portal is an open one, you can enable public signup. For more information, see Configuring public signup.
Enable the email channel if you want your customers to be able to create requests by sending emails to your inbox. See Receiving requests by email.