Identifying users who no longer need a Service Desk Agent licence

Question

Hi,

To free up some Service Desk Agent licences I've been looking at removing them from users who don't have the Service Desk Team role in any Service Desk projects.

1. Is my logic correct, i.e. there';s no point having a Agent Licence if you aren't a member of at least one Service Desk Team?

2. Is there any simple way of finding these users? I've resorted to extracting via SQL using the projectroleactor table to find individuals and groups with the Service Desk Team role and then tracking down the group members.

Victor Mutambuki · Answer

Tony,

To answer you questions....

1. As a member of the Service Desk Team, you don't have to have a license. You'd be what we call a collaborator, e.g a developer. SDT members can be composed by agents who have license and those who don't. Issue comes to what they can do with a ticket.

2. As for the second question, I'd follow @Jack Brickey method.

thanks

Victor

Jack Brickey · Answer

here are a couple of methods I would consider:

* use the Outbound email built into Jira to send an email to all member of Jira Service Desk Team and request that they send you an email indicating whether they need or not.
* use the Application access to find the list of users then use this filter resolution changed by membersOf("jira-servicedesk-users") or some variant to see who is using their agent license. you can sort by user, date etc. Then close w/ individuals that are users but don't appear to be using their license.

laralg · Answer

Hi Tony,

Your logic is correct if you have not modified the original permission Scheme which only lets you see the issues in a project if you have a role in them. If your Jira is managed in any other way you could have trouble (for example, if the access was managed by groups)

There is no simple way to this sadly. It depends on how many Jira Service Desk licenses you have. If they are not too may you could track everybody in the Service Desk group ( to be sure check first in Applications -> application access that only this group manages the Jira Service Desk licenses) and then check their roles ( yes you can see everyrole of a person searchig in User Management, click on the user and in the top right of the screen you can see their Project Role).