Do Org Admins have to be Agents in JSM?
Asked by 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?


Answers:
author: John Funk
body: 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.

comments: author: Katie Dodson
body: 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


author: John Funk
body: 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.


author: John Funk
body: How we doing [@Katie Dodson](/t5/user/viewprofilepage/user-id/5447332) ? Did you get to try it out?


author: Katie Dodson
body: Figured it out, thank you!


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


author: Richard Blundell
body: 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?![jsm1.png](https://community.atlassian.com/t5/image/serverpage/image-id/342671i4655AC8463D116A2/image-size/large?v=v2&px=999 "jsm1.png")![jsm2.png](https://community.atlassian.com/t5/image/serverpage/image-id/342672i1FBA9A6CB1C0413D/image-size/large?v=v2&px=999 "jsm2.png")![jsm3.png](https://community.atlassian.com/t5/image/serverpage/image-id/342673iC37BA986A2696196/image-size/large?v=v2&px=999 "jsm3.png")![jsm4.png](https://community.atlassian.com/t5/image/serverpage/image-id/342674i03F7C6A33586E84F/image-size/large?v=v2&px=999 "jsm4.png")![jsm5.png](https://community.atlassian.com/t5/image/serverpage/image-id/342675i2C29EF9E21A854A7/image-size/large?v=v2&px=999 "jsm5.png")


author: Joseph Chung Yin
body: [@Katie Dodson](/t5/user/viewprofilepage/user-id/5447332)

Welcome to the community. I agreed with what [@John Funk](/t5/user/viewprofilepage/user-id/7148) 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.


author: Dan Breyen
body: Hi [@Katie Dodson](/t5/user/viewprofilepage/user-id/5447332) welcome to the community! I could be wrong, but based on the [Roles Definition](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/) 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.


Tags: cloud

jira-service-management

jira-service-management-cloud