How can I remove Jira Service Management (Cloud) Agent licenses

[Takuma Hanaya]

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

[Rebekka Heilmann _viadee_]

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?

[Takuma Hanaya]

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? 

[Takuma Hanaya]

Thank you

[Nikola Perisic]

Welcome to the community @Takuma Hanaya !

Are you a site admin? When you hover over the toggle button, which error message do you see?

[Takuma Hanaya]

Thank you

This is the message I see when I click on the User Management > Users > three dots 

[Nikola Perisic]

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).

[Takuma Hanaya]

Thank you, I will try to look for that group!

[Nikola Perisic]

Let me know if it worked for you.