JSD says we have 8 agents but I only see 1, got charged.

[Scott Beeson]

I signed up for the "Free" tier of service desk. I am the only person that will be an agent.  On this bill we were charged over 100 dollars and it said we had 8 agents.  I cannot match this number ANYWHERE.  If I go to the only service desk project we have and go to "People" I see 2 users listed, myself and one other, but I am the only one with the role "Service Desk Team".

I spent 30 minutes trying to find a list of "agents" and a number that matched the invoice (8) with no luck.  I just requested a refund, but I want to know WHERE this number is coming from.

I'm starting to worry we just got fleeced.  Our team is like 11 people. I have no idea where this arbitrary number of 8 came from.

[Mikael Sandberg]

It is the group membership that controls who have access to Jira Service Desk. Besides going to the group and add/remove users, you can also turn the access on and off by going to each user and click the slider for each app. But if you look further down you will see that all it does it adding/removing your from the application group.

Example:

Here is a user that do not currently have access to Jira Service Desk

After I click on the slider to enable Jira Service Desk you will see at the bottom that the user is added to the application group

[Scott Beeson]

So I discovered this toggle on my own a bit ago, but had to change all my users to "basic" from "trusted" in order to disable their "site access".  Also, what group are you talking about when you say "It is the group membership that controls who have access to Jira Service Desk. Besides going to the group and add/remove users,"?  There was NO group that had these 8 users.

There are SO many things wrong with this:

• No group to easily manage all "agents"
• Have to disable "Jira Service Desk Access", this is not intuitive. I want these people to have ACCESS I just don't want them to be AGENTS.
• Why were all my users automatically TRUSTED and why did I have to "UNTRUST" them to remove them as AGENTS?
• Why do I only see two users when I go to the only JSD project I have and click "People"? Shouldn't I at least see all AGENTS there?

This was SO confusing that I'm left with the conclusion it's either terribly inept design or intentionally shady design.  I really hope I get a response from the billing department on my refund request.

PLEASE JUST MAKE A GROUP CALLED "JIRA-SERVICEDESK-AGENTS" OR SOMETHING INTUITIVE AND STRAIGHTFORWARD TO HANDLE THIS.

Edit: My "jira-servicedesk-users" group DID NOT have all these people in it. It had 1 person in it, ME.  But billing still showed 8.  

[Scott Beeson]

[Scott Beeson]

I assume since they were all TRUSTED or ADMIN users and were "grandfathered" in that they did not show up in the "jira-servicedesk-users" group, which again, is terrible design if THAT IS WHAT AGENTS AND BILLING ARE BASED ON.

I had NO idea I had 8 agents. I didn't add 8 agents. 

[Scott Beeson]

Confirmed, making a user "trusted" checks the access box but does not add them to the group.

[Mikael Sandberg]

If you go to Administration > Groups you will see product access groups, they have a lozenge, or label, next to them saying Default Access Group. This is what controls the access to the application. You can find more information about product access here, Update product access settings. Please note that these groups are just default ones, you have the possibility to create your own groups and make those the default access group instead of the predefined ones.

[Mikael Sandberg]

When you make a user trusted, you basically give them admin rights to all your products, meaning they will also count towards your license automatically.

[Scott Beeson]

I hate that Admins are automatically Agents.  I really wish this was decoupled.  Our Studio Director needs to be a Jira admin but will NEVER handle a service desk request.

I also wish regardless of HOW a user has access, they showed up in the "jira-servicedesk-users" group for transparency.

[Mikael Sandberg]

I agree with you that when you change the role to trusted it should also add the user to the individual groups. I see the use for the roles, it is a fast way of adding an admin without having to go into each group to do it. 

In regards to when you want to add someone as an admin for a specific application, then use the groups instead. Groups gives you a more granular control over what permissions a user have.