Troubleshooting issues with service project user management


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This page contains information about the errors and problems that you might have when managing users in your service project.




All of these actions are changing the Jira Service Management agent license allocation and therefore involve modifying the membership of the service-desk-agents group. Adding agents and making Jira users an agent add users to the group; revoking agent access removes users from the group. When user directories are read only, Jira Service Management cannot modify the group and therefore you cannot perform these actions.


Jira administrators can solve this problem by modifying the configuration of user directories. For more information, see Configuring User Directories

Cannot add new agents or make users agents because Jira Service Management cannot add users to the service-desk-agents group.


These actions allocate the Jira Service Management agent license to users and need to add users to the service-desk-agents group. This message appears when a group named service-desk-agents already exists before Jira Service Management is installed. Because modifying existing groups that are not created by Jira Service Management can have negative impacts on your system, Jira Service Management cannot proceed to finish the actions.


Delete the existing group. Jira Service Management will then automatically create the service-desk-agents group. 

Jira Service Management creates the group when you navigate to any of the following pages: the Service Management Agents page and the Agents section on the People tab of a service project.

Customers count towards Jira license seats when using Atlassian Crowd


This is usually caused by customers being a member of a group that has the Jira Users global permission.


  1. この権限を持つグループからカスタマーを削除します。 
  2. If you have set default groups for new users to be added to in Crowd for the directory connected to Jira, check if the groups have the Jira User global permission assigned. If they do, you have two options:

    • Disable the default membership setting by removing the groups from the default group list.
      This means that your Jira users (i.e. those that count towards your license) are not added to any group be default either when created.
    • If you want Jira users, Jira Service Management customers, or both to be added to default groups, you can do so by using separate directories for each type of user. Make sure that the default groups for Jira Service Management customers do not have the Jira Users global permission.
最終更新日 2020 年 11 月 23 日


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