All about JIRA Service Desk Collaborators and impact on license

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All about JIRA Service Desk Collaborators and impact on license

After our first post on the new JIRA Service Desk licensing model and the Agent role it introduces, I thought it'd be only natural to follow it up with this posts to explain how Collaborators work in that new paradigm. Of course, we'll also look at the impact Collaborators have on your license.

Image credit: Atlassian

In "plain Vanilla" JIRA, you have users and that's it. Of course, you can setup Project Roles and Groups, but still, users remain users. In the JIRA Service Desk world, we have three classes of citizens: Agent, Collaborators and Customers.

JIRA Service Desk Collaborators

Collaborators are users that can assist Agents by making internal comments. Don't forget, internal comments cannot be read by the Customer. Collaborators do not have access to the service desk itself (e.g. queues, reports and SLAs) and service desk projects appear as "regular" JIRA projects to them.

Let it be said clearly: Collaborators cannot transition a request.

You cannot assign a request to a Collaborator either. On the other hand, Collaborators can view issues, comments and attachments, add attachments, and vote/watch for issues.

Impact of Collaborators on the license

A Collaborator consumes one JIRA license. It does not consume a JIRA Service Desk License.

Other JIRA Service Desk roles

Customer

Agent

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