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Limiting Site-admin groups product access

My company currently has a Jira Service Desk access, which is limited to three users, while we have Jira Software and Confluence access for about 90+ users. So far this has been working okay, as not many people need Jira Service Desk access. However, I would now like to give three users access to Jira Service Desk, excluding the site-admin. The issue with that is, that my Site-Admin group has access to all of our products, including Jira Service-Desk. Therefore, whenever I try to add the third user to my Jira Service-Desk Group, I get an error message saying that I have used up my free users for Jira Service Desk. Is there any way in which I can revoke the site admin groups Jira Service Desk access, in order to still be able to administrate all other products, but without restricting the number of users I can add to Jira Service-Desk to two?





1 answer

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Answer accepted
Andy Heinzer Atlassian Team Feb 05, 2020

Hi Lucas,

I see that you are adding users to your Jira Cloud site, and when doing so it seems that your site-admins are also getting counted against your user license limits for Jira Service Desk. 

It is possible to avoid this problem.  The most common setting enabled by default here is likely that newly added Cloud users could be automatically gaining access to that specific product.  You can avoid this by

  1. Going first to
  2. Select your Cloud site if you have more than one here
  3. In the left navigation menu under Site Settings choose - Product access
  4. I recommend that you flip that switch of "New users have access to this product" to off.  This way when you add new users to the Cloud site, it doesn't automatically give them access here.  It becomes much more based on the group memberships only.
  5. You can then click the [...] menu for the site-admins entry and select the "Remove group" from this product access. That way the site-admins are not being counted against your user limits for this particular product.  If any of them do need access, I'd recommend adding them explicitly to the 'jira-servicedesk-users' group manually to make sure they can still access that product.

The thing to note about this, any site-admin can change these settings too.  So while it won't force their account to be counted against the user limit, it is possible they could grant themselves the group membership needed or change these settings themselves to get back into Jira Service Desk here.

This should help to avoid new users automatically going over the limit and site-admins from being counted against the user seat limit.  Please let me know if you run into any problems following these steps.



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