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  1. Jira Service Management Data Center
  2. JSDSERVER-4337

Feature Request: allow admins of Service Desk without using agent licenses

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
    • None
    • Licensing & Permissions
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Currently, if I want an IT person to be an administrator of Service Desk I need to pay for an agent license. This doesn't make sense as they do not handle any tickets or customer support.

      I don't want my customer service people managing/administering service desk nor do I want my IT people answering service desk tickets.

      I recommend administrators do not count as active licenses and if needed, be barred from answering tickets unless they are customer service agents too.

            [JSDSERVER-4337] Feature Request: allow admins of Service Desk without using agent licenses

            Alex Cooksey made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]

            Charlie Marriott added a comment -
            Atlassian Update – 1 March 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 1 March 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3011723 ] New: JAC Suggestion Workflow 3 [ 3651034 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2665056 ] New: JAC Suggestion Workflow [ 3011723 ]
            Owen made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2322485 ] New: Confluence Workflow - Public Facing v4 [ 2665056 ]
            Status Original: Open [ 1 ] New: Gathering Interest [ 11772 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 2053954 ] New: JSD Suggestion Workflow - TEMP [ 2322485 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow - TEMP [ 2049223 ] New: JSD Suggestion Workflow [ 2053954 ]
            Katherine Yabut made changes -
            Workflow Original: JSD Suggestion Workflow [ 1605346 ] New: JSD Suggestion Workflow - TEMP [ 2049223 ]
            jonah (Inactive) made changes -
            Description Original: Currently, if I want an IT person to be an administrator of Service Desk I need to pay for an agent license. This doesn't make sense as they do not handle any tickets or customer support.

            I don't want my customer service people managing/administering service desk nor do I want my IT people answering service desk tickets.

            I recommend administrators do not count as active licenses and if needed, be barred from answering tickets unless they are customer service agents too.             		New: {panel:bgColor=#e7f4fa}
              *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-4337].
              {panel}

            Currently, if I want an IT person to be an administrator of Service Desk I need to pay for an agent license. This doesn't make sense as they do not handle any tickets or customer support.

            I don't want my customer service people managing/administering service desk nor do I want my IT people answering service desk tickets.

            I recommend administrators do not count as active licenses and if needed, be barred from answering tickets unless they are customer service agents too.

              Unassigned Unassigned
              88d87e73f7a7 Ori Staub
              Votes:
              2 Vote for this issue
              Watchers:
              2 Start watching this issue

                Created:
                Updated:
                Resolved: