In many organizations, change management involves external vendors or implementation partners who are responsible for executing planned changes. However, providing these external users with Jira Service Management (JSM) agent licenses can significantly increase licensing costs.
In such scenarios, organizations need a way for external implementers to collaborate on change requests without being part of the internal agent team.
Recently, we designed a solution that allows external implementers to participate in the change management lifecycle while still using customer access instead of agent licenses.
The Challenge
External implementers needed to be involved in multiple stages of the change process, including:
- Receiving notifications when a change request is created
- Preparing a Plan of Action (POA) for the change
- Sharing implementation details and documents
- Getting updates when approvals are completed
- Starting the implementation once the change is approved
At the same time, these users:
- Were not part of the internal organization
- Should not consume agent licenses
- Needed more interaction than just creating tickets
The Solution
We configured the process so external implementers could participate as customers, while automation and notifications ensured they stayed involved throughout the workflow.
The process works as follows.
1. Change Request Creation
When a change request is created in Jira Service Management:
- External implementers receive a notification.
- They can review the request details immediately
2. Plan of Action (POA) Preparation
Once notified, the external implementers:
- Prepare the Plan of Action (POA) for the change
- Add the details in comments
- Upload any required attachments or documents
This allows them to collaborate on the request without requiring agent permissions.
3. Approval Stage
When the change request moves to the approval stage:
- Approvers receive notifications along with the request details.
- Approvers can also be unlicensed users, reducing licensing dependency.
They review the request along with the implementation plan before approving the change.
4. Implementation
Once the change is approved:
- External implementers receive a notification.
- They proceed with the implementation activity as planned.
How This Was Achieved
This setup was enabled using the flexibility of Jira Service Management by combining:
- Automation rules for notifications
- Customer access for external users
- Comment-based collaboration
- Attachments for implementation documentation
- Approval configuration for non-agent users
These configurations ensured that external implementers could participate fully in the process without requiring agent licenses.
Benefits
This approach provides several advantages:
- Reduced licensing costs
- Efficient collaboration with external vendors
- Structured change management process
- Better visibility across the change lifecycle
Organizations that frequently work with external vendors, system integrators, or implementation partners can benefit greatly from this configuration.
Conclusion
Jira Service Management provides flexible ways to design processes that go beyond internal teams. By using automation, notifications, and customer access, organizations can involve external implementers in the change management process without increasing licensing costs.
With the right configuration, teams can maintain governance, streamline approvals, and collaborate effectively with external partners.
As an Atlassian Silver Partner, we help organizations maximize the value of Atlassian tools through expert implementation, customization, and reliable support across the entire Atlassian ecosystem. Partner with us to enhance collaboration, streamline workflows, and drive business success. Contact us at devopstools@ecanarys.com to get started.