JIRA サービスデスクのライセンス
This page explains the type of licenses the different users need to use JIRA Service Desk.
If you want to find out the cost of running JIRA Service Desk, head over to the pricing page: https://www.atlassian.com/software/jira/service-desk/pricing.
On this page:
ユーザーが必要とするライセンス
| ユーザー | JIRA Service Desk license | JIRA ユーザーライセンス | 情報 |
|---|---|---|---|
| カスタマー | いいえ | いいえ | 顧客はサービスデスクにログインすれば、カスタマーポータルを使ってリクエストを送信できます。 メール チャンネルが有効になっていれば、顧客はエージェントの受信箱にメールを送ることによってリクエストを作成できます。 They do not count towards your JIRA Service Desk license or JIRA license. |
| はい | はい | エージェントは、顧客のリクエストに対応し、顧客と連絡を取り合うユーザーです。 サービスデスク管理者は管理権限を持ったエージェントです。 When you add a new agent to JIRA Service Desk, the new agent is added to the service-desk-agents group automatically. By default, this group is assigned with the JIRA Service Desk agent access global permission and therefore counts towards your JIRA Service Desk license. |
| 協力者 | いいえ | はい | If you have other users who help your service team resolving tickets and do not communicate with your customers directly, you can purchase JIRA user license seats for them. These users are collaborators in JIRA Service Desk. たとえば、購入リクエストを承認する管理者、またはスタッフを支援してバグを分析する開発者のためにライセンスを購入することができます。 |
How are users counted towards your JIRA Service Desk license - the technical details
JIRA Service Desk pricing is based on agents. Agents are users that work on customer requests and communicate with customers. Technically, an agent is any user account in the system with the JIRA Service Desk agent access global permission. Users must have this global permission to use the licensed functions of JIRA Service Desk. By default, the service-desk-agents group is granted with this global permission and all agents belong to this group. This means that any user in the group counts towards your license.
If you grant the JIRA Service Desk agent access global permission to other groups, users in those groups count towards your JIRA Service Desk too.
ライセンスに関する問題を解決する
ライセンス数を上回るエージェント数
If you are experiencing this problem, you might have downgraded your license to a user tier that has fewer license seats than your agents. When this happens, your customers can still raise requests, but other JIRA Service Desk functionality will be disabled. This means that agents can only view issues and make internal comments, and they cannot perform other actions on issues any more, e.g. responding to customers. You have two options in this situation:
- ライセンス数を増やす
- Reduce the number of agents by revoking agent licenses from some agents