How to remove agents

[Lloyd Ramsamy]

Hi everyone, 

Currently, we want to change plans on our JIRA as the amount of users we have does not justify the level of subscription service we are on. 

When trying to change the plan, it does not allow me to as it says, "You have more than 3 agents. Remove agents and try again to change your plan" 

What are these agents and how do I remove them? 

[Julie d_Antin _Elements_]

Hi @Lloyd Ramsamy ,

If you go to User Management (click on the gear next to your avatar in the upper right corner), then filter Products by Jira Service Management, you should see how many people are counted as agents on your instance. You can modify access from there.

Note that while paid plans allow you to give browse permissions to users for Jira Service Management (so they can see queues/requests but not edit them/work on them), you don't have that option with a free plan. On a free plan you can only have 3 people with access to Jira Service Management.

One work around would then be to clone issues to a Software project, either manually, or with an app like Automation or Elements Copy & Sync (which lets you display details from the cloned app back on the support portal or synchronize the status of the original request and the cloned issue).

[Vero Rivas]

Hi @Lloyd Ramsamy 

   Look at this post, maybe can help you

   https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/

Cheers