How to differenciate between agent and normal user in Jira Service Management Data Center

[MUHAMMAD MUZAKKIR BIN ABDUL MALEK]

Currently im using Jira software (server version) for our project. Now, I want to evaluate Jira Service Management (Data Center version).

from the article JSM use Agent license for those will interect (example transit) with the ticket, but normal user will still able to view the ticket. but, in Jira Software ervery body will require user license to login to the page

After install the trial version of JSM data center, I use my account as admin and i create 1 internal user supposedly act as normal user. but, I cant differenciate between the agent and normal user betweeen these 2 account. 

so, how exactly we can create the agent account and normal user account. so the agent license only applied to specific user, and normal user that require view only will not consume the license

[Victor Law · Accepted solution]

Hi @MUHAMMAD MUZAKKIR BIN ABDUL MALEK

It will be easier to identify the differences if you log in with a dummy account without any license granted.

JSM Customers do not consume any license; they can only access, create and comment on a Jira issue/request via the customer portal. They will not be able to access and navigate the same as what an agent sees from the Jira issue view.

Thank you

[MUHAMMAD MUZAKKIR BIN ABDUL MALEK]

the gmail was created internally, but the group name is still the same as admin other than admin group. so how can i know if the gmail acc is agent or not

[Victor Law]

Hi @MUHAMMAD MUZAKKIR BIN ABDUL MALEK

Based on the provided screenshot, both users are the Service Management agent.

Customer user accounts should not have the Jira Service Management access list under the Applications column on the user management page.

Please remove the customer user account from the jira-service-desk user group. The user should then lose the agent's permission.

Thank you.

[MUHAMMAD MUZAKKIR BIN ABDUL MALEK]

ok got it, thanks

[John Funk]

Hi Muhammad,

Jira users can see the ticket (if you have given them permission to do so through the Permission Scheme attached to the Project), but they can't really interact with it in any other manner. They can't transition it to another step in the workflow, can't edit/update fields, etc. Those are only done by Agents. 

To really check if a user is an Agent, you need to go to Settings > User Management and select the user's details and see if they are have that permission.