Why does my Administrator become a Service Desk Agent?!

[Gerald Blondel]

Hello Everyone

I have something weird here happening. I notice that the Administrators become automatically Agents in Service Desk!!!

We are 3 admins for this site and we are taking 3 agents licenses, which does not make sense. 

I tried to revoke one admin from Service Desk, and it automatically removed this admin from all the admin groups.

What did I do wrong?

Thanks!

[Nic Brough -Adaptavist- · Accepted solution]

Admin and Agent rights are completely separate things in Jira.

Could you explain your permission schemes in your Service Desk projects and how you are identifying "Administrators"  (And, a description of what you mean by "revoke admin from service desk", or at least how you do it, might be useful!)

[Alexey Matveev]

Go to Applications->Application Access and have a look at what groups are included as service desk agents. Remove your administrators from the group.

[Philip Armour]

I have been looking into this (for server only) and have come to the conclusion that you need a JSD (agent) license for any project administration which touches JSD-specific features (like configuring SLAs).

You can access the project administration page as a project admin without a JSD (agent) license (e.g. a Jira software user), but if you try to access any JSD-specific settings you get the message " Snap! You can't view this page. You need to be a Service Desk Agent to access this page. Contact your administrator if you need access. ". This happens even if you are a JIRA Administrator.

So to conclude, it is possible to do project admin of JSD projects without being an agent but only if you do not touch JSD-specific features like SLAs. So you could for example add users to roles (this is non-JSD-specific functionality). But for administering any JSD-specific features you need to consume a JSD license.

I guess it makes sense because otherwise people could use this to workaround buying JSD agent licenses!

[Gerald Blondel]

Thanks a lot!!!

Indeed, in "Application Access" / "View Configuration" in the section Service Desk, there were Administrator and Site-Admin selected.

I removed them and I do not have conflict anymore.

Issue solved!