Why are all three agents already used up

[Rob vanSpronssen]

Sorry if this is a dumb question. I am just getting started with Jira Service Management, but have lots of Jira and Confluence experience.

When I started a new support project, immediately I see that there are "No agents left". In my start up configuration, there are 5 people in the "Service Desk Team" role and several people in the "Administrator" role. I have one person in the "Service Desk Customer" role.

But I do not see a role for Agents, so I am unsure which users are taking up the other two agent spots. I assume I am one of the agents since I am the person who installed and configured the support service project. 

How do I determine who the other 2 agents are? Even if I remove all others from the Administrator role, the number of "free" agents does not change.

Thanks

[John Funk · Accepted solution]

Hi Rob - Welcome to the Atlassian Community!

Agents are determined by who has been granted access to the Jira Service Management product as a user. To see that you will need to have User Access or Org Admin permissions. 

Go to Settings > User Management > Products

Click on the 3 dots to the right of Jira Service Management and choose Manage Users.

The users in this list Agents and consume an Agent license.

[John Funk]

You are making the change in the wrong place. Follow the path above and remove Users from there. 

[Rob vanSpronssen]

I see that now, thanks. 

[John Funk]

You are welcome. 

[Anandhi Arumugam _Cprime_ · Accepted solution]

Hi @Rob vanSpronssen The Service Desk Team Role usually refers to the Agents. Can you go to the Administration -> User Management setting and check who have access to Jira Service Management application? Those who have JSM application access counts towards Agent licenses. Hope this answers your question.

[Rob vanSpronssen]

Your own documentation says that Service Desk Team members are Collaborators, not Agents. Having 5 Service Desk Team members (or just 1) does not impact the Agent count.

However, I do see that the three site organization admins are all listed as Agents, and I cannot remove them from that access. When I try I get an error indicating that I cannot revoke product access from an organizational admin, even though I am one of the three organizational admins. 

It does not make sense to me that just because you are an organizational admin that you MUST be an agent in Service Management. What am I missing? Thanks.

[Rob vanSpronssen]

It has now removed this access (still has exclamation marks), but it appears that I have two more agent licenses. Thanks!