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?
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.
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
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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.
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How we doing @Katie Dodson ? Did you get to try it out?
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Would you be so kind as to click the Accept Answer button above so we can close this one out? Thanks!
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I'm seeing the same problem. We have two org admins (I'm one of them), and neither of us need to be "agents" in JSM. However it won't let me remove agent-level access from the other org admin (I've not tried removing it from myself yet). The "Remove product access" menu option has a no-entry sign on it and a tooltip saying, "Cannot remove product access for an organisation admin". If I try to remove the Agent role (leaving them as Customer and User Access Admin), it says "Product access cannot be revoked". This means we are paying for two agent-level users in JSM for people who are not agents and who do not use the product. This can't be right, can it? How can I remove the agent licence from myself and my org admin colleague?
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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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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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