Do Org Admins have to be Agents in JSM?

[Katie Dodson]

My team is trying to implement JSM Free, which limits to 3 agents and would allow the rest of the team to be customers to still raise requests/report issues. However, our org admins are not going to be the ones working on these requests. I tried to change an org admin to a customer user instead of an agent user and was told I can't change permissions for the org admin (I am also an org admin). Is there a way to make org admins customers for JSM instead of agents so the org admin doesn't take up one of the 3 agent slots? 

[John Funk · Accepted solution]

Hi Katie - Welcome to the Atlassian Community!

No, the Org Admin does not have to be an Agent in JSM. They can just be customers. 

[Katie Dodson]

Thank you! Any idea why, when I try to change an org admin to a customer, it tells me I can't change the role because the user is a part of the org admin group? I couldn't even change my own org admin role to a customer without this error

[John Funk]

Leave it as Org Admin, just add yourself as a Customer on the JSM project in the Project Role.  Or have the project admin do it. 

[John Funk]

How we doing @Katie Dodson ? Did you get to try it out?

[Katie Dodson]

Figured it out, thank you!

[John Funk]

Would you be so kind as to click the Accept Answer button above so we can close this one out? Thanks!

[Kathy Hart]

Hi, all, 

A customer of mine is not having this problem. I think Atlassian has changed the rules on us. Org Admins are automatically being added as Agents. 

[Richard Blundell]

I'm seeing the same problem.  We have two org admins (I'm one of them), and neither of us need to be "agents" in JSM.  However it won't let me remove agent-level access from the other org admin (I've not tried removing it from myself yet).  The "Remove product access" menu option has a no-entry sign on it and a tooltip saying, "Cannot remove product access for an organisation admin".  If I try to remove the Agent role (leaving them as Customer and User Access Admin), it says "Product access cannot be revoked".  This means we are paying for two agent-level users in JSM for people who are not agents and who do not use the product.  This can't be right, can it?  How can I remove the agent licence from myself and my org admin colleague?

[Joseph Chung Yin]

@Katie Dodson 

Welcome to the community.  I agreed with what @John Funk stated.  Org Admin doesn't need to be assigned with an JSM agent license.  Agent license is for one who needs to handle JSM issues within a JSM project.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Dan Breyen]

Hi @Katie Dodson welcome to the community!  I could be wrong, but based on the Roles Definition by Atlassian for JSM, yes, Administrators are licensed users and act as Agents. 

Can you leave them as a Site Admin group, and a customer for JSM?

Just my 2 cents.