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Automatic assignment of agents?

Justin Garrett September 12, 2023

Hi guys,

We have just enabled JSM on our account. We only wanted to trial the free tier but of course we were forced onto standard sigh

I have tried to downgrade but we have somehow automatically been assigned 8 agents before we have even created any JSM projects. The documentation doesn't explain how that part happens / is controlled.

I am assuming that Jira has automatically assigned one or multiple user groups to be our agents by default? Probably admins but I have no idea as it isn't explained anywhere that I can see.

We do not need more than 3 agents for the trial we wan to run so any help with this would be much appreciated thanks

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Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 12, 2023

Go to admin.atlassian.com and click the three-dot menu to the right of JSM in the overview screen and select Manage users. That will take you to the users page and show all the users that have access to JSM. You can also go to Groups and jira-service-desk-users to remove access to JSM.

Justin Garrett September 13, 2023

Hi Mikael,

Thank you for the reply! 

OK great I can now see how these users, including myself are being added.

It appears to have added the 2 x site-admins and the 6 x "trusted" users to make up the 8 service agents that is being referenced in the subscription page.

The product access button is greyed out on all of those users. Is there any way of retaining those users roles without them automatically being added to the agent list? 

Thanks again! 

Justin Garrett September 13, 2023

BTW - there were no users in the jira-servicemanagement-users group 

Justin Garrett September 14, 2023

Hey Mikeal,

Do you know if there is a way of controlling these auto assignments of the JSM agents? 

I do not want all site admins and trusted users to be agents.

Thanks in advance!

Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 14, 2023

So when you add a user as trusted they will automatically get access to all your Atlassian products, but they are not added to the default groups. The only way to change this is to go in to each user and change them from trusted to basic, then you can control which products they have access to.

Justin Garrett September 15, 2023

Thanks for the reply, i will change things around to avoid that scenario 

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