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JSD says we have 8 agents but I only see 1, got charged.

Scott Beeson_8ofcyk

I signed up for the "Free" tier of service desk. I am the only person that will be an agent. On this bill we were charged over 100 dollars and it said we had 8 agents. I cannot match this number ANYWHERE. If I go to the only service desk project we have and go to "People" I see 2 users listed, myself and one other, but I am the only one with the role "Service Desk Team".

I spent 30 minutes trying to find a list of "agents" and a number that matched the invoice (8) with no luck. I just requested a refund, but I want to know WHERE this number is coming from.

I'm starting to worry we just got fleeced. Our team is like 11 people. I have no idea where this arbitrary number of 8 came from.

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Mikael Sandberg

It is the group membership that controls who have access to Jira Service Desk. Besides going to the group and add/remove users, you can also turn the access on and off by going to each user and click the slider for each app. But if you look further down you will see that all it does it adding/removing your from the application group.

Example:

Here is a user that do not currently have access to Jira Service Desk

After I click on the slider to enable Jira Service Desk you will see at the bottom that the user is added to the application group

Scott Beeson_8ofcyk

So I discovered this toggle on my own a bit ago, but had to change all my users to "basic" from "trusted" in order to disable their "site access". Also, what group are you talking about when you say "It is the group membership that controls who have access to Jira Service Desk. Besides going to the group and add/remove users,"? There was NO group that had these 8 users.

There are SO many things wrong with this:

No group to easily manage all "agents"
Have to disable "Jira Service Desk Access", this is not intuitive. I want these people to have ACCESS I just don't want them to be AGENTS.
Why were all my users automatically TRUSTED and why did I have to "UNTRUST" them to remove them as AGENTS?
Why do I only see two users when I go to the only JSD project I have and click "People"? Shouldn't I at least see all AGENTS there?

This was SO confusing that I'm left with the conclusion it's either terribly inept design or intentionally shady design. I really hope I get a response from the billing department on my refund request.

PLEASE JUST MAKE A GROUP CALLED "JIRA-SERVICEDESK-AGENTS" OR SOMETHING INTUITIVE AND STRAIGHTFORWARD TO HANDLE THIS.

Edit: My "jira-servicedesk-users" group DID NOT have all these people in it. It had 1 person in it, ME. But billing still showed 8.

Scott Beeson_8ofcyk

2019-10-24 11_06_13-Administration.png 2019-10-24 11_05_39-Window.png

Scott Beeson_8ofcyk

I assume since they were all TRUSTED or ADMIN users and were "grandfathered" in that they did not show up in the "jira-servicedesk-users" group, which again, is terrible design if THAT IS WHAT AGENTS AND BILLING ARE BASED ON.

I had NO idea I had 8 agents. I didn't add 8 agents.

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