Determining number of agents in Jira Service Management

[Jim Stewart]

The system is telling us we have 96/100 agents. I doubt we have that many so it's possible we made people agents who shouldn't be. How can I determine who these 96 are?

[Jack Brickey · Accepted solution]

Go to the admin area and click on User management. In the Users screen select JSM as the product and you should see the list of users with JSM license. I suspect you have the default set to give new users JSM access which you should disable. You will need to edit all JSM users and deactivate those you don’t want/need to have access. 

[Jim Stewart]

Hmm. Yes, I had been looking at that but I think I was looking for the word 'agent.' So effectively, all those people are now considered agents by JSM? And I suspect that an agent is only anyone who will be assigned or handle a ticket in some way. But the people who come in from the portal - the users - are not. All true? 

[Jack Brickey]

Correct. Portal only users are Customers and not licensed. They will show under User management > JSM.