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Jira Service Desk is identifying too many Agents

Dave Sirignano
Dave Sirignano Oct 15, 2020

Because we use Jira's trusted role  all trusted developers are given Agent status in Jira SD. However they are not agents, don't need agent functionality and it is affecting licensing pricing. How do we fix this?

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John Funk
John Funk
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Oct 15, 2020

Hi Dave - Welcome to the Atlassian Community!

Someone with site-admin permissions can revoke that permission.

Navigate to Settings > User Management

Then select Groups

Search for the jira-servicedesk-users group. This is the group that identifies agents.

Remove any users in that group that should not be Agents. 

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