When I add customers to a project, it is automatically adding them as users/agents.

Kamian Jensen

Hello! I have been teaching myself JSM for the past few months and have come across an issue I can't figure out: 

I've added our entire company (about 80 people) as customers to a project. We currently have 8 licensed users/agents who work the requests. 

Today, I added two new hires as customers to this same project. I see that it is also adding them to our licensed users/agents list, bringing the total from 8 to 10. 

This is the first time I've seen this happen and I'm not sure why it's happening now. I always add customers from the Customers tab in the project settings. Our company is currently using JSM as an IT help desk, but we also have Jira/Confluence that is used by our Engineering team. The two people I was trying to add today are also members of Jira/Confluence. Could this be the cause? 

Can someone help me figure out how to isolate their permissions in JSM to customers, not users/agents? Thank you! 

Andrew Zimmerman_rvmutq

Hi @Kamian Jensen, is it possible that during the onboarding of new hires they are being added to the default access group that provides agent access to the JSM product in your instance? 

Also, this article announces a change that is pretty new, so it might be a good time to review your default access groups for each product in your org.