Review Incorrect License Count for Jira Service Management Cloud Agents

Summary

The count of Jira Service Management licenses exceeds the number of users in the jira-servicedesk-users group.

Solution

Why is the count higher than expected?

License count reflects every group that grants JSM agent access — not just jira-servicedesk-users. A user in any agent-access group (often via IdP/SCIM mapping) consumes a license.

Checking the product access

• As a site-admin, list every group that has the Jira Service Management product/agent access.

• If using SCIM, review your IdP mappings to ensure only intended agents are assigned to agent-access groups.

• Remove non-agents from those groups to release licenses.

User Management Experience

1. In Jira's left panel, click on Jira settings > User management.

2. On the Admin panel, click on Product access.

3. The groups with agent access are listed below Jira Service Management.

Any user granted access to the Service Management application will be added to the default access group.

Another configuration to keep an eye on is users added to the Trusted Role.

This role will automatically grant all application access to the user.

Improved User Management Experience

1. Go to admin.atlassian.com. Select your organization if you have more than one.

2. Select Products from the header.

3. You will see the user count listed beside the product.

4. Clicking Manage Users takes you to the licensed users list.

5. Clicking Manage Product Access takes you to the groups with product access.

In the Improved Experience, the Trusted role no longer exists.

Remove groups from product access

Now that you have identified which groups grant users Jira Service Management agent access and which users are in the Trusted Role, you can go ahead and remove those that should not be granted licenses.

For SCIM-enabled IdPs:

1. Access your IdP settings and review SCIM group mappings. Ensure that only agent-designated groups are mapped to jira-servicemanagement-users or to any group that grants agent permissions.

2. Update SCIM assignments so that non-agents are mapped to customer or other appropriate user groups, not to groups that grant agent roles.

3. Save the settings and verify the accuracy of group membership in Jira administration.

For Users in the groups:

1. Select the group that you want to remove and click on ••• > Remove group.

2. Check if the license count matches the number of users on jira-servicedesk-users group and other default or custom groups granting Jira Service Management access. Be aware that changes to roles or group permissions will immediately affect billing and license counts.

For users in the Trusted Role:

1. Access the user's profile and change their Role to Basic.

2. Now toggle off the application access of Jira Service Management.

After removing non-agents, the JSM agent count in admin.atlassian.com > Billing drops to match your intended agent list.