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Do Org Admins have to be Agents in JSM?

Katie Dodson

My team is trying to implement JSM Free, which limits to 3 agents and would allow the rest of the team to be customers to still raise requests/report issues. However, our org admins are not going to be the ones working on these requests. I tried to change an org admin to a customer user instead of an agent user and was told I can't change permissions for the org admin (I am also an org admin). Is there a way to make org admins customers for JSM instead of agents so the org admin doesn't take up one of the 3 agent slots?

Accepted answers

John Funk

Hi Katie - Welcome to the Atlassian Community!

No, the Org Admin does not have to be an Agent in JSM. They can just be customers.

All comments

John Funk

Hi Katie - Welcome to the Atlassian Community!

No, the Org Admin does not have to be an Agent in JSM. They can just be customers.

Dan Breyen

Hi @Katie Dodson welcome to the community! I could be wrong, but based on the Roles Definition by Atlassian for JSM, yes, Administrators are licensed users and act as Agents.

Can you leave them as a Site Admin group, and a customer for JSM?

Just my 2 cents.

Katie Dodson

Thank you! Any idea why, when I try to change an org admin to a customer, it tells me I can't change the role because the user is a part of the org admin group? I couldn't even change my own org admin role to a customer without this error

John Funk

Leave it as Org Admin, just add yourself as a Customer on the JSM project in the Project Role. Or have the project admin do it.

Joseph Chung Yin

@Katie Dodson

Welcome to the community. I agreed with what @John Funk stated. Org Admin doesn't need to be assigned with an JSM agent license. Agent license is for one who needs to handle JSM issues within a JSM project.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

John Funk

How we doing @Katie Dodson ? Did you get to try it out?

Richard Blundell_yiby0o

I'm seeing the same problem. We have two org admins (I'm one of them), and neither of us need to be "agents" in JSM. However it won't let me remove agent-level access from the other org admin (I've not tried removing it from myself yet). The "Remove product access" menu option has a no-entry sign on it and a tooltip saying, "Cannot remove product access for an organisation admin". If I try to remove the Agent role (leaving them as Customer and User Access Admin), it says "Product access cannot be revoked". This means we are paying for two agent-level users in JSM for people who are not agents and who do not use the product. This can't be right, can it? How can I remove the agent licence from myself and my org admin colleague?

Kathy Hart

Hi, all,

A customer of mine is not having this problem. I think Atlassian has changed the rules on us. Org Admins are automatically being added as Agents.

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