Orange Tracker Agent Licensing & Access

Orange Tracker has two different roles across the application: customer and agent.

Customers are users that submit requests into Orange Tracker, and have access to the Help Center and Portals. A license is not required for users operating in this capacity.

What are Customers (from Atlassian): What are service project customers and organizations? | Jira Service Management Cloud | Atlassian Support

Agents are users that interact with submitted requests in Orange Tracker, and have access to the agent interface (and functions) as well as everything a customer does. A license is required for users operating in this capacity.

What are Agents (from Atlassian): What do agents do in Jira Service Management? | Jira Service Management Cloud | Atlassian Support

Requesting Agent Licenses

Requests for Orange Tracker Agent licenses are done through MyAccess.

1. Navigate to My Access and login with your syr.edu account

2. Select Access Packages from the sidebar

3. Locate (search bar or scroll) the Jira Service Management (JSM) Agent License access package

4. Select Request Access from the far-right of the record

5. In the Justification field, enter the Orange Tracker project(s) you will be an Agent within - this is REQUIRED!

6. Submit the access package request