Jira Service Management licensing overview
The Jira product family (Jira Software, Jira Service Management, and Jira Work Management) are built on the Jira platform and can be used in any combination on the same site. Depending on your setup, users can be licensed to one, all, or any combination of these product. Read on to understand how Jira Service Management licensing and roles affect what agents, customers, and other Jira users can do.
Product features and project types
Each product delivers a tailored experience to its users, and has an associated project type that in turn offers product-specific features. Here's a list of the project types and their associated features.
| Application | Project type | Application-specific feature set |
|---|---|---|
Jira Work Management | Business projects |
|
Jira Software | Software projects |
|
Jira Service Management | Service projects |
|
All users who can log into a Jira site will be able to see all the projects in that instance (pending permissions), but they will only be able to see the product-specific features when they have access. For example, a software project is able to display information from linked development tools, such as Bitbucket and Fisheye, as well as agile boards, but this information is only viewable by a Jira Software user. A Jira Work Management user would be able to see the software project, but wouldn't be able to see the software-specific features, like agile boards or the information from linked development tools. Likewise, a Jira Software user would not be able to see any Jira Service Management-specific features in a service project (they'll see only a basic view of the project and its issues).
- Only a Jira administrator can create a project for an installed product. They don't need application access to create the project, but they do need application access if they'd like to view or use the project.
- Anonymous users will have access equivalent to Jira Work Management users. In other words, they can view issues and work in any type of project, but they won't see product-specific features like agile boards, which are Jira Software-specific. To know how to allow anonymous users access to projects, see Managing anonymous or public access.
A list of the products, their user roles, and their project-specific features can be found below:
By default, Jira Work Management and Jira Software users are restricted from viewing or commenting on Jira Service Management issues. However, they can participate in requests within the customer portal. Read more about collaborating with other Jira users on Jira Service Management issues.
| Project-specific feature | Permission | Jira-Work-Management-user | Jira-Software-user | Jira-ServiceDesk-agent | Customers | |
|---|---|---|---|---|---|---|
Service projects | Customer portal | Create |  | | | |
| View | | | | | ||
| Comment | | | | | ||
| Transition | | | | | ||
| Project level | Create |  | | | | |
View | | | | | ||
| Issue level | Create | | | | | |
| View | | | | | ||
| Internal comment | | | | | ||
| Comment to customer | | | | | ||
| Transition | | | | | ||
| SLA level | Create | | | | | |
| View | | | | | ||
| Queue level | Create | | | | | |
| View | | | | | ||
Jira Service Management gadgets | View | | | | |