Cannot unselect JSM - Agent user access role

Question

Hi,

With the new change in Jira Service Management role definition; i.e.,:

Jira Service Management - Customer, and

Jira Service Management - Agent.

I tried to untick/unselect the JSM - Agent role, but it keeps coming back to be selected. And a warning message pops up at the bottom left corner.

Can anyone let me know why I cannot change the user access role? 2 screenshots attached fro reference.

Thanks,

Alex Koxaras -Relational- · Answer

Can you remove him from this group manually?

Also check if any of the other groups grants him/her product access.

Zaldy Parian · Answer

Hi @Alex Koxaras -Relational- ,

He belongs to the default, minimum, groppings. In this screenshot, you can see that the 3rd group is jira-servicemanagement-customer. I just can't figure out why I cannot remove his JSM-Agent access.

Alex Koxaras -Relational- · Answer

Hi @Zaldy Parian

Can you see to which groups this users belongs to? Most likely he belongs to certain groups which grant him/her product access. Does this user comes from an external directory syncing?