Jira Service Management FAQ

Jira Software is purpose built specifically for software teams. Jira Software combines powerful developer tool integrations with the most important elements of agile development.

Jira Jira Service Management is purpose built for your IT and service teams, providing them with everything they need out of the box for incident, change and problem management.

Agents are users who help resolve customer requests, which appear as issues in Jira Jira Service Management.  

エージェントは次のことが実行できます。

• Access both the customer portal and the Jira Service Management interface in Jira Jira Service Management
• View the customer portal, queues, reports and SLA metrics for the Jira Service Managements they have access to 
• Access and edit issues in the Jira Service Managements they are assigned to
• 課題に対する顧客対応コメントや内部コメントを追加、修正、削除する
• ナレッジベースのコンテンツを管理する

An agent consumes one Jira Jira Service Management license.

Customers are users who create requests through the customer portal or by email. Customers do not have access to the Jira Service Management project view used by Jira administrators or Jira Jira Service Management agents. Customers can:

• カスタマーポータルを介したリクエストの作成、コメント、および追跡
• メールを介したリクエストの作成とリクエストに関するコメントの作成
• Add comments and attachments to requests
• 自身が作成したリクエストに参加者を追加する

Customers do not require a Jira Jira Service Management license or Jira user license, so you aren't limited to a certain number of customers who can create requests through your Jira Service Management.

Let's define: Who's an agent and who's a customer?

An agent is anyone responding to an incoming ticket. You only pay for agent licenses, and nothing else.
With a single license of Jira Jira Service Management, you get unlimited customers, and can create unlimited projects. 

A customer is anyone who submits a ticket to your Jira Service Management team. They can be employees, external end users, anyone who needs help from your team. 
Customers in Jira Jira Service Management are always free, and always unlimited. 

Jira application users without a Jira Jira Service Management license (e.g. Jira Software developers) can assist your team of agents on issues by working in the unlicensed view of a Jira Service Management project. 

これらのユーザーが実行できること:

• 課題、コメント添付ファイルの参照
• 自分自身の添付ファイルの追加と削除
• 自分自身の内部コメントの追加と削除 
• 課題のウォッチと投票

これらのユーザーが実行できないこと:

• See Jira Service Management queues, reports, and customers list
• Leave an external comment viewable by a Jira Service Management customer
• Log work on a Jira Service Management issue
• Transition a Jira Service Management issue
• Be assigned to a Jira Service Management issue

Still have questions on how roles and licensing works? Read on.

While coupling Jira Jira Service Management with Jira Software is the best way to use Jira Jira Service Management, it's not a deal breaker. You can use Jira Jira Service Management as a standalone product.

No, you do not need to have the same number of Jira Software and Jira Jira Service Management licenses. You can select and pay for what you need with each product.

Jira Jira Service Management can be integrated with Confluence's knowledge base capabilities, so agents can create, view, and share knowledge articles directly from the Jira Service Management issue they're working on. The knowledge articles your team creates help customers find solutions before raising requests in the customer portal or help center.

Server trials are 30 days by default, which you can extend up to 90 days of evaluation. If you need extra time on your Cloud 7-day free trial, give us a shout.