A Service Desk Team member thrown into Customers

[Sverre Moe]

We have 4 employees on Service Desk Team. Three of these are Service Desk Agents.

The fourth employee who is not a Service Desk Agent, is listed among the Customers.

Is there any way to avoid this, without making him a Service Desk Agent?

[Guillaume]

Hi Sverre Moe,

Thanks so much for your question.

If you believe that the 4th member of your team should not have a role of “Agent” or “Customer” then you can create a new role that is more suitable.

You can add and edit roles by going to Admin settings => System => Project roles

Simply add a new role and then apply this role to your team member.

Thank you,

Guillaume
Jira Service Management

ps. if this answer is correct, please select the ‘accept answer’ button

[Daniel Ebers]

Hi Sverre,

in a similar scenario I saw that the user will become customer as the user does not have application access to "Jira Service Management" (but, instead, for example to Jira Software).

As far as I know no option to remove them from customers - as they could potentially act as a customer thus they are not acting as an agent.

Cheers,
Daniel