Jira applications overview

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Jira Service Desk licensing overview

The Jira family of applications (Jira Software, Jira Service Desk, Jira Core) are built on the Jira platform and can be used in any combination on the same instance. Depending on your setup, users can be licensed to one, all, or any combination of these applications. Read on to understand how Jira Service Desk licensing and roles affect what agents, customers, and other Jira application 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 Core

Business projects
  • Available to all licensed users

Jira Software

Software projects
  • Integration with development tools
  • Agile boards
  • Release hub for software versions

Jira Service Desk

Service Desk projects
  • Service Level Agreements (SLAs)
  • A customizable web portal for customers
  • Permission schemes allowing customer access

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 Core 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 Desk-specific features in a Service Desk 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 Core 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 Core and Jira Software users are restricted from viewing or commenting on Jira Service Desk issues. However, they can participate in requests within the customer portal. Read more about collaborating with other Jira users on Jira Service Desk issues.




Jira-Core-user Jira-Software-user Jira-ServiceDesk-agent Customers

Service Desk
Projects

Customer portal Create
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Comment
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Transition
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Project level Create
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View

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Issue level Create
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Internal comment
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Comment to customer
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Transition
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SLA level Create
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Queue level Create
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Jira Service Desk gadgets

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Last modified on Aug 13, 2018

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