If a JSM agent doe not have site access is he billable?
Asked by Vera Valshonok:

Hi!

I am trying to understand if an agent does not have site access is he still billable?


Answers:
author: Kishan Sharma
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542)

If a JSM agent does not have site access, they will not be counted towards billing. Therefore, agents without site access do not incur billing charges. Only active agents are billable.


author: Valerie Knapp
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) , thanks for your question.

In this case, if we look at the products and the number of licenses consumed in my test instance, we can see that I have 15 agents in JSM.

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/322813i807DAF54F74CBBB3/image-size/large?v=v2&px=999 "image.png")

One of the people consuming an agent license, is Ryan

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/322812i9D6F90CDE0402B74/image-size/large?v=v2&px=999 "image.png")

If I suspend Ryan's access, the number of agents decreases by one -

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/322819i81C15DEC906D8795/image-size/large?v=v2&px=999 "image.png")

![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/322816iA004A56567BE7619/image-size/large?v=v2&px=999 "image.png")

Does this answer your question?


author: Asmath Basha S
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) ,

* If you give the JSM Agent access to the User then He/She must be billable otherwise everyone is considered as a normal Jira user.
* For JSM Service projects only from service teams like INFRA, Admin, HR teams will be given JSM Agent access to handle the tickets.


author: Valerie Knapp
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) , the only thing I would clarify here is that we are talking right now about Jira Service Management. If you also have Atlassian Access, not at an Enterpise tier, so Standard or Premium, where you are paying a monthly subscription, if this person has access to other products, they will still count as billable. Does that make sense?

TLDR, if you are referring only to agent licenses, as others have said, only active users count.


author: Vera Valshonok
body: What about active users and non active users. are non active user billable?

comments: author: Asmath Basha S
body: Hi [@Vera Valshonok](/t5/user/viewprofilepage/user-id/5174542) ,

* Only Active Users are billable and Non-active users are not billable.
* Non-active users are not able to login to Jira.
* So only Active users are counted for Licences.


author: Vera Valshonok
body: What about people that are marked as users in the Eported excel of active users, but i see they are not agents, but only have Confluence product on for example, are they billable?

Is there any list of the cases a user is billable and not maybe?


author: Asmath Basha S
body: * You are exporting all the products Active and Inactive Users. While exporting select the product and select only Active Users. Then you can able to see the filtered List of Active Agents in JSM.
* Some users may have Confluence access but they don't have JSM Agent access. At that time the exported excel shows the User in the active list. So export excel by selecting the Product.


author: Vera Valshonok
body: I did export by product JSL only active users, but it still shows me everyone including customers with no user access to any other products and shows all the products


Tags: cloud

jira-service-management

jira-service-management-cloud