How do I get a list of JSM users using a license

[Marcie Talbot]

Hello!

How do I get a list of JSM users using a license. I can see in my billing preview that we are using 94 of 100 licenses. When I click on that number it brings me to a list of ALL users. I would like to see the names of just those 94 users. I have searched for answers and am coming up with nothing.

Thank you,

Marcie

[Marcie Talbot]

I figured out what is happening in my situation. I removed the agents we no longer needed from our agent group which does not automatically remove them as an agent from the product roles. Perhaps I am removing people backwards then!?

[Kieren _SmolSoftware_]

We changed our group name to atlassian-JSM-agents. When I look at that group, it has 72 members. I can't figure out where the discrepancy lies between what our billing preview says and what I think it should say.

Your discrepancy can come from a few places:

1. Org or Site Admins - Typically the site-admin or org-admin group is granted all jira user/agent roles, check if the discrepancy is coming from there.

2. Go into your JSM product access screen (see example screen below) and have a look at which groups are granting the JSM Agent role. It could be you have more than just the 'atlassian-JSM-agents' group granting the Agent role. If the site-admin or org-admin group is granting the role, you'll see it there as well.

You can access it via admin.atlassian.com -> Products -> Manage Product (for JSM)

Otherwise, as @Harrison Ponce suggested, Atlassian Support is the best place to ask for more help.

Good luck!

-Kieren

Co-Founder @ Admin Automations | Ex-Atlassian

[Harrison Ponce]

Hi @Marcie Talbot , when you click on that number from the billing preview, can you confirm that it does bring you to that familiar Users screen but it is filtering based on access to JSM?

[Marcie Talbot]

Thanks. Actually, it does. That was my bad. I am still having an issue with how many licenses Atlassian says we are using and how many I think we are using. See my reply below.

[Harrison Ponce]

Gotcha, we noticed the same thing when looking for the count in the group. The group will show you the total number of users in it, including deactivated users. For us, our billing number shows a smaller number than the group number. When I go through the group and look at the amount deactivated, it then matches the billing number for the active users in the group.

For us, we've found the billing number to be pretty solid.

[Marcie Talbot]

They have 22 more licensed users than I do. Maybe it's a question for support.

[Harrison Ponce]

Support route is good to go here for sure.

I will say, nothing about Atlassian Guard (formerly, Atlassian Access) was super clear to me (still is not) until I talked with some of the staff at Team '24. So it kinda makes sense now, but it's still super confusing and could have a lot of improvements to be more clear.

Definitely understand the frustration with the tool!

[Mikael Sandberg]

Hi @Marcie Talbot,

Welcome to Atlassian Community!

Users that have access to JSM as an agent are added to the group called jira-servicemanagement-users and if you look up that group you can see who have access. 

[Marcie Talbot]

Thank you. We changed our group name to atlassian-JSM-agents. When I look at that group, it has 72 members. I can't figure out where the discrepancy lies between what our billing preview says and what I think it should say.

[Mikael Sandberg]

If you have added users with the trusted role they will get full product access to all your products but are not added to the product group. The same thing applies to users that are added as site admins.

[Susan Waldrip]

Hi @Marcie Talbot, as @Harrison Ponce mentioned, the only place I've found that gives you a clear count of licenses used/licenses total is on the Billing screen. Another option if you want to look at all the data is to export users from the Administration > Directory screen and then use Excel to filter your columns depending on what you need.