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

Takuma Hanaya February 23, 2024

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

 

2 answers

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Rebekka Heilmann _viadee_
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 23, 2024

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 February 23, 2024

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 February 23, 2024

Thank you

0 votes
Nikola Perisic
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 23, 2024

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 February 23, 2024

Thank you

 

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

Screenshot 2024-02-23 at 16.01.42.png

Nikola Perisic
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 23, 2024

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).

Screenshot 2024-02-23 at 10.09.50.png

Takuma Hanaya February 23, 2024

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

Like Nikola Perisic likes this
Nikola Perisic
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 23, 2024

Let me know if it worked for you.

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DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Product Admin
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AUG Leaders

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