nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Does JSD automatically create agent accounts?

H K_4o5qpi

Hi there,

I am a bit confused. We are using JSW and JSD. All our stuff is licensed in JSW but there are only a few employees with agent accounts in JSD.

I added one of our employees as service desk customer (not in the role service desk team and without application access) in a JSD project, because he is 1st level support at our customer's site and creates tickets in JSD for our 2nd level support.

Now he send me a screenshot where he is in the jira portal view of the JSD and asks me why he connot see the dashboards... How did he get there without being an agent?

So I checked his profil under administration --> user management and for whatever reason he actually has application access activated and is an agent, now.

How could that happen? I am the only administrator working right now. Does JSD automatically create agents??? O.o

We had a similar situation before, at that time I had this suspicion, too, but I have rejected it again. I thought another administrator could have created these agents, but right now, there is no other administrator than me.

Thanks in advance.

Accepted answers

H K_4o5qpi

Hi there,

soooo we had a few new agents that blocked our work because of exceeding our max number of lincences. But again we had the case, that none of us has assigned these users to be agents.

Now I have found the super handy Audit Log in JSD! I don't know, why I haven't seen that before, that would have made it a lot easier.

As you can see, it really is JIRA adding these users to the group jira-servicedesk-users and therefore automatically made them agents!

In this case these users are members of our company and already working with Jira Software. The user management itself is made by our LDAP user directory. But they are NOT in any project in JSD.
They have randomly found the link to JSD in our confluence, they wanted to try it out and logged in.

This behaviour of JSD is NOT PORTABLE as it might exceed our licenses again, so other agents cannot work anymore!

So the question is, is there a way to stop that? Can I somehow disable this strange behaviour?

Thanks in advance!

All comments

laralg

Hi HK, I do not know how you added your customer, but if you did thourht the normal jira user administrations some groups are added by default and with them agents permission.

You shold check in your jira groups if some of them are marked "Default" wich means, that anybody you create on the site would be given permission in that group.

Regards

H K_4o5qpi

Our stuff is managed via LDAP. But per default they do not have application access. This (normally) has to be done manually.

I added the employee in the project settings of the specific project. Under users and roles, I added him to the role "SERVICE DESK CUSTOMERS" and also added him to the customers organization.

In the user management I have not found any jira groups marked as "Default".

Kind regards

laralg

Hi HK, do not search in user management, if you go into Application -> Application access, there you are going to be able to see the groups that are linked to acces to applications, check groups that the user is are not there because if the user is in a group that is linked to application access he is going to be able to acces Jira (for example jira-users).

Regards

H K_4o5qpi

Hi @laralg,

thank you for your explanation. The user is/was not in any of these groups under Application -> Application access when I added him to the project. In fact, he is in no group at all.

After he has send me the screenshot and I realized he suddenly is an agent, he was in the jira-servicedesk-users group. I removed him again. We will see if he mysteriously gets in there again :P

Regards

H K_4o5qpi

It happened again... I wanted to let a JSW user (developer) have a look into a JSD ticket/project. I added him to the role Service Desk Team as mentioned in "Setting up service desk users" and checked twice that he has no JSD agent account!

After he logged in to JSD I checked his account again. The checkbox application access to JSD was activated. So he automatically got an agent!?

Jack Brickey

@H K, can you please reference the exact text from the link you provided that is directing you to use Service Desk Team for your developers? Service Desk Team = agents, at least this is the case in Cloud and I suspect the same in server. Are you using cloud or server?

H K_4o5qpi

Hello @Jack Brickey,

here is the text segment:

Involve Jira Software or Jira Core users
You can give users with Jira Software or Jira Core licenses permission to view and comment on service desk issues without a Jira Service Desk license.
To involve Jira application users:
In your service desk project, select Project settings () > People.
Add users to the Service Desk Team role.
[...]

For example, Martin, an IT service desk team agent, links an incident ticket in a service desk project to an underlying network problem ticket in a Jira Software project. Andrew, a Jira Software developer on the network operations team, assigns this network issue to himself and starts working on it. After fixing the problem, Andrew opens the linked service desk incident ticket and leaves an internal comment asking Martin to try the network connection again. After receiving the internal comment, Martin verifies the network connection and tells the customer that the problem is resolved.

Jack Brickey

HK, thanks for this. So it certainly appears that I am wrong here based upon this text. I will say that the user roles is one of the most confusing parts of JSD and this is particularly true in Cloud where it has changed a few times now since launch.

Can you confirm if you are on cloud or server? You can add the appropriate tag to this thread to clarify. Always good to include that info.

I ran a test on my side to see if I can replicate your scenario. I added one of my customers to the Service Desk Team role. I noted that indeed under User Management they are not listed as an agent. I then requested that they log out and back in to see if they suddenly became an agent. It did not change.

So i'm perplexed by this at the moment and am going to dig in a bit more, starting first w/ locating definitions of the roles I see in my instance. I'm also going to ping some other champions/atlassian's to see if they can chime in here.

H K_4o5qpi

Hi there,

soooo we had a few new agents that blocked our work because of exceeding our max number of lincences. But again we had the case, that none of us has assigned these users to be agents.

Now I have found the super handy Audit Log in JSD! I don't know, why I haven't seen that before, that would have made it a lot easier.

As you can see, it really is JIRA adding these users to the group jira-servicedesk-users and therefore automatically made them agents!

This behaviour of JSD is NOT PORTABLE as it might exceed our licenses again, so other agents cannot work anymore!

So the question is, is there a way to stop that? Can I somehow disable this strange behaviour?

Thanks in advance!

H K_4o5qpi

I found something in Atlassians ticket system:

https://jira.atlassian.com/browse/JSDSERVER-903

This might be also our problem here! I have contacted our System Admin to check the settings of our LDAP User Directory.

H K_4o5qpi

Our IT confirmed that LDAP is causing JIRA to set the group "jira-servicedesk-user" and therefore adding agents! Thank all of you, for your investigations!

I am happy that this mystery and misery finally is enlightened!

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

server

jira-service-desk

account

user

agent

administration