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Do Org Admins have to be Agents in JSM?

Katie Dodson March 7, 2024

My team is trying to implement JSM Free, which limits to 3 agents and would allow the rest of the team to be customers to still raise requests/report issues. However, our org admins are not going to be the ones working on these requests. I tried to change an org admin to a customer user instead of an agent user and was told I can't change permissions for the org admin (I am also an org admin). Is there a way to make org admins customers for JSM instead of agents so the org admin doesn't take up one of the 3 agent slots? 

3 answers

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1 vote
Answer accepted
John Funk
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March 7, 2024

Hi Katie - Welcome to the Atlassian Community!

No, the Org Admin does not have to be an Agent in JSM. They can just be customers. 

Katie Dodson March 7, 2024

Thank you! Any idea why, when I try to change an org admin to a customer, it tells me I can't change the role because the user is a part of the org admin group? I couldn't even change my own org admin role to a customer without this error

John Funk
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March 7, 2024

Leave it as Org Admin, just add yourself as a Customer on the JSM project in the Project Role.  Or have the project admin do it. 

John Funk
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March 7, 2024

How we doing @Katie Dodson ? Did you get to try it out?

Katie Dodson March 14, 2024

Figured it out, thank you!

 

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John Funk
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March 16, 2024

Would you be so kind as to click the Accept Answer button above so we can close this one out? Thanks!

0 votes
Joseph Chung Yin
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March 7, 2024

@Katie Dodson 

Welcome to the community.  I agreed with what @John Funk stated.  Org Admin doesn't need to be assigned with an JSM agent license.  Agent license is for one who needs to handle JSM issues within a JSM project.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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Dan Breyen
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March 7, 2024

Hi @Katie Dodson welcome to the community!  I could be wrong, but based on the Roles Definition by Atlassian for JSM, yes, Administrators are licensed users and act as Agents. 

Can you leave them as a Site Admin group, and a customer for JSM?

Just my 2 cents.

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