Why do Service Management customers get Agent access without admin permission?

[Venkat Jira Admin]

Hi Team,

I have added one user as a Jira Service Management customer. If he logs into the JSM portal link (abc.atlassian.net/servicedesk/customer/portal), then it's no problem. He gets the JSM portal view. But if he logs into Link (abc.atlassian.net), then he gets the Jira service management Agent access. Same happened for all users. Why do Service Management customers get Agent access without admin permission? Please help us.

Thanks in advance.

[Jehan Bhathena · Accepted solution]

Adding to @John Funk 's answer, you might want to check the User Access setting for your site, does the setting allow users to join your site as Agents without approval?

[Venkat Jira Admin]

Hi @Jehan Bhathena

I changed the setting to admin approval needed for JSM agent access. Now They are not getting agent access directly.

Thanks for the reply.

[John Funk]

Hi Vankat,

If users have a Jira Software license, they will be able to see the issue using a regular screen if they have the permissions to do so. That means you need to check the Permission Scheme. 

However, do not equate that as the "Agent" view. It is not - it is just a screen for anyone with permissions to see. What is different is that Agents are the only ones who can modify/edit the issue or transition it.