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How can I remove Jira Service Management (Cloud) Agent licenses

Takuma Hanaya

1. I go to User Management > Users

2. Filter users by "Jira Service Management"

3. Click Three dots > "Show product access"

4. I cannot uncheck "Jira Service Management"

5. Go to "User Management > Groups" ... I cannot find which group has control to "Jira Service Management" Agent access

Accepted answers

All comments

Nikola Perisic

Welcome to the community @Takuma Hanaya !

Are you a site admin? When you hover over the toggle button, which error message do you see?

Rebekka Heilmann (viadee)

Hi @Takuma Hanaya and welcome to the Community.

There are two different user management experiences. Can you confirm which one you have? Check this for details: Remove product access for users | Atlassian Support

It almost sounds like you are still on the old one. The article provides instructions for that two. It also states the following:

If the user is an admin or a trusted user, you won’t be able to remove their product access this way. You’ll need to change their admin permissions first.

Maybe that's the case?

Takuma Hanaya

I can see the Original (old one?).

And yes I was struggling to remove access from site-admins or trusted users.

Do I switch to new interface, and it will be easier for me to fix this issue?

Takuma Hanaya

Thank you

Takuma Hanaya

Thank you

This is the message I see when I click on the User Management > Users > three dots

Screenshot 2024-02-23 at 16.01.42.png

Nikola Perisic

Understood, this is a trusted user. In that case you would need to look for a group jira-servicemanagement-users-<your organisation name> group, since there aren't specified groups for service desk agents.

Additionally, you can create a group that will be dedicated only for the service desk agents to avoid the confusion.

You will see that this group has a product role of User (agent).

Screenshot 2024-02-23 at 10.09.50.png

Takuma Hanaya

Thank you, I will try to look for that group!

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