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Previous Admin user now just customer


Hi, we had a previous administrator that is no longer in an administrator position but is now a service desk user. I don't want them on our user count but when I suspend their user it shows them as inactive. Why and how do I go about suspending admin access but still keeping them an active customer in the system?

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Hi @Hannah Lucid 

I am assuming that you do not want this user to consume your JSM license.

If this is the case, you need to remove this user from the groups which grant agent access in JSM.

To check which groups grant agent access in your case, 

Go to "Settings" > Products > Product Access 

Click on "Product Access" for "Jira Service Management".

You will be able to see the groups which grant agent access to users in your JSM. Remove the user from these groups.

To provide the user with "Customer" access, go to your service management project > Customers and then add that user.

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