Why do I see some users in portal customers but not in users?

[Fahad Akhtar]

I am a site-admin. When I click on users it shows all the users in JIRA. Customers, agents, admins, etc. Then I click on JIRA Service Desk and at the top of the page it says Portal Customers. Some of my companies' customers are found under users but not portal customers while customers in portal customers are not found users. Why is that? 

I invited some customers yesterday and they accepted the invitation and I assigned them as service desk customers for that specific project by going into project settings --> people. But these people who I listed as service desk customers do not show up under portal customers when I got to Adminsitration --> JIRA Service Desk. Why?

Please give a detailed answer. 

Thank you. 

[Jack Brickey]

you should see portal-only customer under user management > jira service desk. however, some customer will also have "site access" and possibly application (JSW, Confluence...) access in which case they show under Users. So if they are added to a JSD project as a service desk customer they should show under jira service desk.

Note: I will say that JSD customer has always been messy IMO and there are multiple ways of adding customers that can result in undesirable results. I will also admit I still see situations like this that has me scratching my head.

[Fahad Akhtar]

But when it says site access does that only mean access to the customer portal and not JSD itself?

[Fahad Akhtar]

None of the customers that I have in JIRA have access to JSD or Confluence

It says 'Has Site Access' next to their name but when I log in as that user all I see is the customer portal, but they are not listed under portal customers. 

[Jack Brickey]

Fahad, i need to run and take care of some things now but will point you to this thread as a discussion on site access - https://community.atlassian.com/t5/Atlassian-Account-questions/Whats-the-meaning-of-site-access-without-any-product-access/qaq-p/1278123 

there are other discussions and I recall an Atlassian article but I don't have time right now to go dig it up. Will check back in here later.

cheers,

jack

[Fahad Akhtar]

Hi Jack,

Thanks, the link cleared some things up.