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