How do you remove a customer that cannot be found in People?

[Michelle Olsen]

Have a customer that was added in one project through an invitation within an organization. All was fine, they somehow forgot their password, tried to change it then encountered numerous issues with getting logged back in and now when they do, they cannot see the project that they should and instead only see that of another. 

Removed the customer from the organization then tried to re-invite, they never receive the invitation. They still somehow have an account under the second project that we as administrators can see when searching the customer list, however, going to the project and selecting people they are not listed. 

We need to get this account removed, how do we do that? Or how can the end user get back into their account and see the proper projects? 

Rather frustrating that they can be searched and found in a project as a customer, but not in a way that they can be removed. 

Any suggestions very welcomed, especially since this is preventing a customer from being able to submit requests for help to our teams.

[Support Team [Clearvision]]

Hi Michelle,

An admin can go to 'User Management' from the cog top right, then under user management there is 'Jira Service Management'. This lists the users with a customer/portal account.

You can change their password or delete them completely from here, I believe this will lose their history though.

As a note when inviting someone as a customer to a servicedesk for the first time they will get an invite email. However if they are added to another servicedesk they won't get an email but it still gives them access.

Hope that helps.

[Michelle Olsen]

Unfortunately, not exactly the issue we are facing. 

I have the customer's history preserved (changed all cases to someone else and will change back to that customer, if we can ever get them back in properly). 

We have a Support Project and a Direct Project, the customer was entered into a company/organization in the Support Project, where they should be and have been for a while working just fine. They tried the forgot password option from their side and if they log in now, they only see the Direct Project, which we cannot remove the customer entry from, but really want to be able to. 

Thank you for the response though. 

This person is not a User. Just a customer. And I am an admin and the cog does not have that option in the project I need to remove the person from. 

[Support Team [Clearvision]]

Sorry that wasn't exactly what you were after,

As far as I'm aware you can't remove them from an individual Project, only delete them as a customer completely from the Jira user admin section as mentioned.

Should look like this:

Finding the customer here and deleting them removes them from the 'Customer' section across all Projects.

[Michelle Olsen]

When we go there, this person doesn't appear, which is strange. When you search the customer list, they are there. It is very strange. 

Thank you. I really do appreciate someone responding.