Provision Jira Service Management (JSM) licences

Subscription Admins (SAs) and Technical Admins (TAs) can provision Jira Service Management (JSM) licences to Project Admins (PAs) and users who respond to customer tickets (agents) using Console.

You can provision a licence to a single user or multiple users using batch upload.

• Users who only raise tickets do not require a JSM licence.
• Collaborators (for example developers or technical writers supporting a ticket) do not require a JSM licence but must have an Atlassian (Jira & Confluence) licence.
• If a user only needs to view PIR reports in Confluence, they may not need a JSM licence. However, if they manage PIR workflows in JSM and update related Confluence documents, they will require both JSM and Atlassian (Jira & Confluence) licences.

Prerequisites

Ensure the following:

• You are a Subscription Admin (SA) or Technical Admin (TA).
• Jira Service Management (JSM) is included in your SHIP-HATS subscription.
  See Subscribe to Jira Service Management.
• Sufficient JSM licences are available for provisioning.
• The user has an active TechPass account.

Prerequisites

Ensure the following:

• You are a Subscription Admin (SA) or Technical Admin (TA).
• Jira Service Management (JSM) is included in your SHIP-HATS subscription.
  See Subscribe to Jira Service Management.
• Sufficient JSM licences are available for provisioning.
• The user has an active TechPass account.

Things to note before you begin

• A user can hold only one JSM licence in SHIP-HATS.
• If a user already holds a JSM licence under another SHIP-HATS subscription, Console prevents duplicate provisioning.
  • In this case, a Subscription Admin (SA) or Project Admin (PA) can proceed to add the user directly to the required JSM projects.
• Users without an active TechPass account will not appear in search results for licence provisioning.

Steps

1. Log in to Console.

2. Access the required subscription account.

   

   For detailed steps, see View subscription accounts.

3. Go to User Management > Jira Service Management.

4. Click the down arrow next to Jira Service Management.

   

5. Check the licence Usage count.
   For example, 0/11 means 0 licences are in use and 11 are available.

6. If sufficient licences are available, click Manage.

   

   ⚠️ If licence quota is reached

   If there are no available licences:

   1. Increase the licence quantity in your subscription. See Update licences or units. In this page, select the Update licences or units tab.
   2. Then return to this page to provision licences to users.

7. Choose one of the following options:

   Provision licence to a single user

   1. Click Add users.

      

   2. Use the Search box to find the user by name or email linked to their TechPass account.

      

      Users without an active TechPass account will not appear in the search results.

   3. Click Submit.

   4. Confirm the provisioning when prompted.

      Users who already hold this licence cannot be assigned another licence.

   Provision licence to multiple users (batch upload)

8. Click Batch add.

9. Download the template.

   

10. Enter the TechPass email address of the users.

11. Ensure:

• The total number of users does not exceed the available licence count.
• A maximum of 50 users can be added in one batch.

5. Upload the completed template.

   

   To remove a user from the list, click the delete icon next to their User type.

6. Click Submit.

7. Confirm the provisioning when prompted.

   Users with this licence can access Jira Service Management platform. To access and manage service requests in a specific project, users must also be added to a JSM project and assigned a role (for example Agent or Administrator). See Jira Service Management (JSM) access requirements

   💡 Tip: Regularly review licence usage to avoid running out of available licences.

Related topics

• JSM roles and permissions
• Create JSM projects