Service Desk Billing - Users in bill seems wrong.

[Crispin]

Morning all,

I have just started a trial of Service Desk standard. In the billing section I have an Estimate and a Free rial item which shows I'm going to be billed for 39 users @£660. 

I only have two team members - myself and one of my guys. I have around 100 "customers" and users in Jira but none of them Service Desk team members.

How is the billing measured in Service desk? Are trusted, admins etc counted?

(I've emailed support too but no answer from them :( )

thank

[Nic Brough -Adaptavist-]

You will be charged for the tier of users you have, but this is complicated by multiple applications.

You have three things to count

• Each service desk "agent"
• Each Jira Core user
• Each Software user

You can see your current usage, and what group memberships are granting the usage by looking at Admin -> Manage Applications.  Once you've looked at those numbers, you'll be able to see which charging tier each application falls into.

Any of these people might be admins too - the licences are counted by "can log in", not what other permissions people have. 

Customers don't incur charges.

[Crispin]

Hi Nic,

thanks for that.

I have multiple software users (and pay for them by by product which is fine)

However, the number of Service Desk Agents, listed below, is 37 over what it should be (in reality) and makes up for 50% of the bill. 

There is no way I can justify a 50% increase in the monthly bill due to adding SD and only 2 users. I'd have to scrap this.

How can I get the bill to reflect the usage? (Is there a proper support number I could phone to discuss with Atlassian as emails seems to go unanswered which is awkward) 

My bill Estimate and users

[Nic Brough -Adaptavist-]

Go to Admin -> Applications and look at the group(s) named as able to use Service Desk.

Remove people from those groups and you'll see the agent count go down.

[Crispin]

Thanks.

do I need to be oorg admin for that or is site admin enough?

I cannot see what you're referring to.

A lot of users are set as Trusted. These are then automatically in the Srvice Desk group and I cannot remove them from there without changing their "trust status".

is there another way I could?

C

[Nic Brough -Adaptavist-]

I think you need to be a site admin to do that.

You need to remove people with Agent rights to get the count of Agents down.  I don't know how you've linked that to "trusted" unless you're counting "trusted" to be Agents.

[Crispin]

Seems I found the answer. https://confluence.atlassian.com/jirakb/remove-non-required-groups-from-product-access-975038185.html

So a trusted user has access to all the products (Make sense)

and someone who has access to Service Desk is billed for it. 

So I need to make everyone un-trusted (or Basic) and that would work.

C