Your current users will be set up for you
When you upgrade to JIRA Software, the installer will give your users the same access and rights that they did previously.
Agents are users with JIRA Service Desk access
Making a user an agent is now as simple as giving them access to JIRA Service Desk, so it's simpler to manage & pay for agents.
Your bill is determined by users' application access
Make sure you understand JIRA Software and JIRA Service Desk users affect your bill differently.
What happens to your current users after the upgrade
If you have anonymous users, these users will see the same features that JIRA Core users see. In other words, they can view issues in any type of project, but they won't see application-specific features, such as boards.
The installer won't remove or change any of your existing groups or modify users in those groups. Those groups will simply be organized to provide application access so your users' access won't change.
How to manage your users' application access after the upgrade
|Change the application access for a specific user||
|Change the application access for entire groups||
|Change the JIRA applications a user has access to||
|Set which JIRA applications users can access by default||
After you update to JIRA Software, if you allow public signups in your instance but don't set a default application access group, users that sign up will be given access to all your installed and licensed JIRA applications.
See the Admin changes page for similar information about changes to the way you carry out other admin tasks.
Some changes to user management for JIRA Service Desk
There a few user management changes that are specific to JIRA Service Desk.
Changes to the collaborator role
Now, any users with any type of JIRA application license and membership in the service-desk-team project role can collaborate on issues in a project. (For example, if you give a JIRA Software user the service-desk-team role, that user can view and comment on issues raised in that project. The user won't be able to see any JIRA Service Desk-specific features in the project, such as queues or reports, since he/she isn't licensed for JIRA Service Desk.)
If you previously had set users as collaborators in a project, their access won't change after the update to JIRA Service Desk 3. However, you'll no longer see the Collaborators screen in your projects, and in any new projects, you'll use the new process to give users without a JIRA Service Desk license the ability to collaborate on issues.
Managing service desk project access
|Make a user an agent||
|Revoke user's access to work as an agent on a service desk||
If you want to revoke the agent's access to all service desks, you can remove the users' application access for JIRA Service Desk.
|Allow a non-agent to work on a service desk issue (formerly known as a "collaborator")||
Introducing agents for 1.0 license users
If you were previously using a 1.0 license (tier based), JIRA Service Desk 3 will introduce the concepts of "agents" in your service desk. In the past, every user who could log into JIRA had the ability to view service desk features, after you upgrade you'll control this ability through JIRA Service Desk licenses and project permissions. In any projects where they are part of the service desk team project role, these users will have access to all the service desk-specific features: SLAs, reports, queues, etc.
Read details about all the changes
|These updates provide features specifically targeted for the way your teams work.||Check out the new and improved admin settings in your site.||Licensing has changed to make it easier to control the prices you pay.||There are new and additional tasks you carry out to manage users.||Use this task list to upgrade your instance with the latest version of JIRA.|
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