Service Desk agent/customer license issue

[Sri Ved]

All our customers are being counted as agents and we get a warning as below:

Your JIRA Service Desk license's user limit is exceeded. Users with this license only can't create issues until you have upgraded your license or reduced the number of users.

However, I only have two agents assigned (see the second screenshot) and all other users are actually customers of the project.

The issue seems to be that unless I assign the service-desk application, a user (customer) is not allowed to log in and if I assign that application to a customer, they are counted towards the active agents of the application. 

How to resolve this issue? Any help is appreciated.

[Andrew Laden · Accepted solution]

In Jira Service Desk, Customers are a specific class of users. They do not need to be licensed, and therefore you dont have to pay for them, but they can only access jira via the "Customer Portal" and not via the regular web interface.

So you should remove the Service Desk application access from your customers. Only licensed agents need that.

You should then have a service desk project with a customer portal, and in that project, make sure they are in the Service Desk customer role.

They then should be able to access the customer portal for that project.

[Sri Ved]

Thank you Andrew. This did seem to work. Now I have a whole slew of logins to convert and no bulk edit option. But, at least, I have a way.

[Sam]

Hi Sri,

thanks for sharing but I guess the best point of contact for this issue is Atlassian support https://getsupport.atlassian.com/servicedesk/customer/portals

Sam

[Sri Ved]

Hi Sam, I am using the 3 agent license which does not give me Atlassian support. I have to rely on community support for this instance. 

[Sam]

ouch