Why can't I find who is taking up the Service Desk agent licenses?

[Avelino Alicea]

I am trying to allocate the Service Desk agent license we have been assigned, but when I go to do that from my Service Desk project, the wizard tells me I've already exceeded my limit.

I followed the steps to free up licenses, but I still see that there are more people assigned than the amount of licenses I was allocated.

Where else can I remove users that are taking up licenses within Jira? I am a site admin, as well as Jira Service Desk admin, and I cannot find where to fix this.

[Alexey Matveev]

Hello,

Go to Application -> Application Access and have a look at what groups are assigned Jira Service Desk licenses. Then clear these groups from users.

[Avelino Alicea]

These are the groups. Wouldn't removing the admin groups from access to the application prevent me from administering? The jira-servicedesk-users group only has myself and another user I was testing with.

I was able to remove people from the jira-servicedesk-users group. But I can't seem to re-add some of them, even though I had a message saying I would be able to add them again. The users I removed did not need access to the Service Desk instance. I'm at a loss, I don't know where the other users are coming from.

[Alexey Matveev]

Users from the administrators and site-admins groups also take Jira Service Desk licenses

[Avelino Alicea]

Ugh,

So I would never be able to properly set up a Proof of Concept project that will only use the only licenses I have unless I remove these admins? I cannot remove them as they are site admins for the company. Yes, I know ideally there should be one or two site admins, but I don't control that.

Thanks for the insight. I'll have to take it up with my manager to see what the next steps are.