Issue with Rovo agent Visibility Despite Permission Settings in JSM

[田中優貴]

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Context:
We are using Jira Service Management (JSM) and have created multiple Robo Agents for different purposes:

• Sales Department Agent
• IT Department Agent
• Company-wide Agent

Each agent has its own space configured, and permissions are granted per user (ideally, we wanted to assign permissions by group, but that’s not possible in the current setup).

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Current Problem:
Even users who do not have permission to use a specific agent can still see the agent in the UI.

• According to the permission settings, they should not be able to access or view it.
• However, the agent is still displayed in the interface.

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What We Tried:

• Hypothesis: The issue might be caused by the site-level admin role overriding the agent permissions.
• Action: Removed all site-level permissions for the affected user.
• Result: The agent is still visible in the UI, even after removing admin rights.

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Question:

• Has anyone experienced this issue where agents are visible despite permission restrictions?
• Is this a known limitation in JSM, or is there a workaround to hide agents from users who do not have access?
• Any best practices for managing visibility and permissions for agents?

If you can share sources, documentation links, or official references along with your answer, that would be very helpful!

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✅ Environment: Jira Service Management (Cloud)
✅ Goal: Ensure that only authorized users can see and use the agents.