Prevent trusted users from accessing Jira Service Desk!

Question

Hi,

I have some issue with JIRA Permisson.

The Trusted users are by default added to the Service Desk license Count and there is NO WAY to remove them unless I make them basic users.

For Service Desk (in our case) with a 3 user license, adding a trusted user takes us from $10 a month to $100 a month. In my book that's an order of magnitude increase for something we did not want.

So,How i fix that? Could you help me for some solution?

Thanks

Loc.

Tim Pokorny · Answer

I am pursuing this same issue currently. The short answer (after five emails back and forth with Atlassian support with a lot of conflicting and unrelated information) is that Trusted Users will consume a license for every Atlassian product that you own.

If, like me, you have some employees who don't use the products, but just manage account creation/deletion for others, they are automatically granted access to all products, and thus consume a license - there is no way to disable this - you just have to pay Atlassian for the users regardless of whether they access the product or not.