I have 2-3 servicedesk-team members that will be addressing these issues. I have about 100 users that will log in to create, update and status issues. It is counting all 5 of the users as agents where as I thought only the member in Jira-servicedesk-team would be counted as agents. Through AD I have identified 2 Users in the jira-administrators group, 2 users in the Jira-servicedesk-team group and only 1 in the Jira-servicedesk-users group, but I keep getting a message that says my user license limit has exceeded the allocated 3 agents. Jira-servicedesk-users Service Desk Customers Jira-servicedesk-users Jira-servicedesk-team Service Desk Team Jira-servicedesk-team Jira-administrators Administrators jira-administrators I have assigned the built-in roles to MS AD groups as follows: OK, thanks for the reply but this is still not clear. Such user will always have ability to only see issues and add internal comments, nothing else. Other type of "user" can be Jira user, who has different then Jira SD license (Core/SW), who has access to SD project. I am unsure what you mean by "user", it can either be user without any license (or licensed user without access to that particular project in Jira) and these can be permitted to use portal view. ![]() So basically, it is based system wide on correct group, which grants Jira Service Desk agent and then on permission scheme. ![]() If you want to be agent for 1 specific project, you need both correct licence and correct permission attached to your user.
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