1. I go to User Management > Users
2. Filter users by "Jira Service Management"
3. Click Three dots > "Show product access"
4. I cannot uncheck "Jira Service Management"
5. Go to "User Management > Groups" ... I cannot find which group has control to "Jira Service Management" Agent access
Hi @Takuma Hanaya and welcome to the Community.
There are two different user management experiences. Can you confirm which one you have? Check this for details: Remove product access for users | Atlassian Support
It almost sounds like you are still on the old one. The article provides instructions for that two. It also states the following:
If the user is an admin or a trusted user, you won’t be able to remove their product access this way. You’ll need to change their admin permissions first.
Maybe that's the case?
I can see the Original (old one?).
And yes I was struggling to remove access from site-admins or trusted users.
Do I switch to new interface, and it will be easier for me to fix this issue?
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Welcome to the community @Takuma Hanaya !
Are you a site admin? When you hover over the toggle button, which error message do you see?
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Thank you
This is the message I see when I click on the User Management > Users > three dots
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Understood, this is a trusted user. In that case you would need to look for a group jira-servicemanagement-users-<your organisation name> group, since there aren't specified groups for service desk agents.
Additionally, you can create a group that will be dedicated only for the service desk agents to avoid the confusion.
You will see that this group has a product role of User (agent).
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Let me know if it worked for you.
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