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How to find the Agents in JSD Server

DeepakMurugesan

We are currently using JSS Server edition.

Is there a possibility to find the number of Users who are currently assigned as Agents ?

I am unable to find the correct location, where these options are available ?

When I use, invite a team, and type in a user, it shows that, there are already 12 Agents used.

But the Jira Service Desk Team Group has only 8 users as Agents ?

Is it correct to assume that 12 Users are Agents or 8 Agents ?

We are currently in Trial period.

Accepted answers

Ed Letifov _TechTime - New Zealand_

I prefer to go to Applications/Application Access

This will show you ALL groups that have been assigned to Jira Service Desk as access group, will show you the groups and the number of users in the group, However some users may be member of multiple groups...

So actually, the correct total number will be shown in User Management if you filter by Application Access = Jira Service Desk and User Status = Active.

All comments

Mirek

Hi @DeepakMurugesan

Thank you for evaluating Jira Service Deck and creating a post on community when having a problem. We are happy to help you with your question.

Overview:

By default jira-servicedesk-users group define who is an agent and who is not. I suggest you to check this group. This should show you if this would be 8 or 12 agents.

Possible issues:

If the numbers do not match you might also hit this problem:

https://confluence.atlassian.com/jirakb/jira-service-desk-agents-license-count-seems-to-be-incorrect-779160879.html

This KB should also show you where to search for options.

I hope that this would help you move forward. If not please try to include more information (would be great to see some screenshots) hit a reply button to my answer (so that we would continue the thread) and we can continue to troubleshoot.

Mohamed Benziane

Hello @DeepakMurugesan

If you want to find the correct number you need to go to user management>and filter by 'jira-service-desk' group

Ed Letifov _TechTime - New Zealand_

I prefer to go to Applications/Application Access

So actually, the correct total number will be shown in User Management if you filter by Application Access = Jira Service Desk and User Status = Active.

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