Difference of Agents and Users in Jira Service Management

Question

Hi,

I would like to know what the term 'Agents' and 'Users' in Jira Service Management refer to and what's the main difference between both.

I could understand that even if i add an agent in the project, that particular user added as Service team.

Ray Cooke · Answer

I have a similar problem in my organisation, however, we have a couple of org and site owners and some site admins in that list of users. The site admins only have those permissions for other reasons (billing essentially) but I don't seem to be able to remove JSM access from them and so they're counting towards the JSM agent count. Can I change that?

Fabio Racobaldo _Catworkx_ · Answer

Hi @elizabeth_jones ,

you need just to create a group and provide access to JSM just to that group of 5 users into the Application access

elizabeth_jones · Answer

I just installed JSM and it's including all users as agents. I have 500 licensed users of Jira, but only plan for 5 licensed agents of JSM. Is there a way to set this up in my current instance where I am only charged for 5 licensed agents?