Jira service desk how to remove agent

[Sergei Gridnevskii]

How can I remove an agent from Jira that was registered using SSO?

I do not see him in users list in Jira Administration. However he can be selected as a user in issue fields, e.g. Reporter.

[Jack Brickey · Accepted solution]

I suspect he has been deactivated. Have you check the deactivated users under User Management. If a user show in the drop down then he would have to exist in the list. Note deleting, rather than simply deactivating is not an good idea. If you do plan to delete then use JQL to find every instance of the user (reporter, creator, Assignee, mentions, etc and remove.

[Sergei Gridnevskii]

Thanks, Jack, I found the root cause. Jira Service Desk keeps its own list of users who are called "Agents". It has nothing to do with main list of Jira users and practically speaking a situation when user exists in both lists is not impossible.

I found the user in both lists and removed him, then I created a new Agent in Service Desk and bulk changed all tickets that originated from him to new Agent. 

FYI - to find all tickets that relate to deleted user you may apply this JQL:

text ~ "user@email.com"