Can't invite agent

Joshua Augustinus

When I try to invite a person it says:
"You can't invite people labeled "+ Agent" right now. An admin needs to grant them a license first.

Please contact the system administrator."

I removed a user who left the company from the system to try and free a license but still have this issue. Is there a way I can see which licenses are assigned?

Andy Heinzer

Agents in Service Desk have a licensed user role.  If you can't invite them, it typically means that your license count already has all those seats filled.

If you're using Jira Server, I would recommend going to Cog Icon -> Applications -> Application access.  This page will show you the specific group name(s) that are granting access to the Jira Service Desk application.  From there you should be able to click the group name in order to be taken to the group management page that can tell you which users are in that group.

If you're using Jira Cloud, then you will need to go to the menu in the bottom left and choose Site Administration - Application access.  From here again, you need to look at the Jira Service Desk entry to see which users have been granted access to this specific application.

Please note that Jira Service Desk customers are not expected to be in this role.  Those users do not need application access to be able to use the customer portal.  Only the Agents need this application access to be able to manage/admin a service desk project.