I royally screwed up and added all of our users as a licensed user instead of just JIRA Service Desk

[Stephanie Konemann]

Hello,

I royally screwed up and added all of our users as a licensed user instead of just a JIRA Service Desk Customer. When they activated their Atlassian account they were automatically added as a Customer and now we are being billed. 

After I learned of my mistake, I've added new users as a Customer only and that process is flawless. These users are created as a JIRA Service Desk, Portal only Customer. 

I've done testing and cannot figure out how to allow our users to remain a Customer without needed a license. I'm not sure where to go from here.

Below are ways I've testing trying to make this work without a solution. 

I have tested with a user that I have the email and login information for:

1. Unselected Confluence from the Application Access on the User page, went to log into Harmony, I get an error that I have an invalid username or password.
2. Deactivated the JIRA account which removes them from being a Harmony Customer automatically but then I cannot add them as only a Harmony Customer. I get an error that I have to activate their JIRA account. (screen shot below)
3. Deleted the users JIRA account (although my test user did not receive an email that they were deleted, I’m not confident that we won’t have user facing issues if I do this to everyone). Without the JIRA account I am still unable to add the user as a straight Harmony Customer. (same error as #2)
4. Removed the user from People, Service Desk Customer, I still cannot add the user as just a Harmony Customer. (as stated above, I think we need our users to be Service Desk Customers for certain permissions within the ticket)

My thought is this could be a simple update to our Customer permissions from the Service desk project settings. Does anyone have suggestions that can lead me in the right direction, where I make changes with as little user impact as possible?

Thank you, 

Stephanie K.

[Stephanie Konemann]

Hi Jack, I can confirm that none of the users in JIRA have Service Desk selected under Application Access and they are all set up as a service desk customer only (although i'm not sure they need to be because they don't actually manage the ticket). 

It sounds like from your advise I can leave them as a User, without Application access - that would  at least solve the billing piece? 

Ideally I would like to get these users out of Atlassian altogether and delete the account I created.

[Eelke van der Nat]

If you set up portal permissions of "who can access the portal and send requests" to Customers my team adds to the project, then you need to add your customers manually to your project as a sd customer.

You don't have to put your customers manually into your project if you allow every customer of a certain domain to create tickets. project settings > customer permissions 

[Jack Brickey]

so are you just trying to change them from agents to customers? if so there are a couple of ways...

go to Jira settings > user management > users and search for the user, edit and uncheck Service desk

go to project > settings > people find the individual and select service desk customer only

[Jack Brickey]

@Stephanie Konemann, for sure if the users do not have “service desk” checked or any other application access checked then there is no cost for the user.

[Jack Brickey]

By the way for sure you do not want customers to have application access or that would be an odd use case so uncheck the box for any customers. You might be able to delete the customers altogether under user management and start over but you may run into issues trying to reuse the email address if they ever logged in and created issues using the email.