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Suggestion
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Resolution: Unresolved
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None
Summary
In the new Unified User List experiment, when you go to filter users with App access: Jira Service Management and Status: Active, this shows all users with both the Agent (billable) role and the Customer (not billable) role. There is currently no Agent or Customer choice available under the Role drop down in the filter options.
This can be a blocker to org admins who are trying to understand which users are currently being billed for JSM as only the Agent role is counted towards the bill. In fact, if you go to admin.atlassian.com > Billing > Click on the number of users listed to the right of JSM, this will say one number but link you to the User directory usually showing many more users then what is noted. This can also be misleading and concerning to admins so it would be best for this to link to a filtered down list of only the billable users (only the users with the Agent role).
Workarounds
You can filter these users down further if you export the accounts to a CSV file:
- Go to admin.atlassian.com. Select your organization if you have more than one.
- Select Directory
- In the top right corner of the Users page, click the triple dots "..." and select "Export users"
- Update options as appropriate for your needs.
- Under "Additional data", be sure to include "Product access and role".
- A link to download the export will be emailed to you.
- Once downloaded, open it in your preferred program and filter the "Jira Service Management - [your cloud site]" column to show all accounts with the "User" role. This will leave you only with the users who are currently being billed.