Suspending Customer or Organization Access

[Andrew]

Hello,

I am trying to suspend an Organisation so the Customers cannot raise any tickets. How can I do this?

Thanks

[Philipp Sendek _catworkx_]

Hi @Andrew ,

the organization in a Service Management project is simply a form of grouping/categorization of the clients therein. In order to restrict the organization from raising tickets, you have to revoke the individual users' access to the affected project. This can be by either removing their customer accounts or deactivating them.

Which option fits best depends on whether they also need to be able to raise tickets in other projects or are actual Jira users which are licensed and working in other projects.

If you share more about the nature of these accounts, we can see what's the best approach for you.

Greetings
Philipp

[Andrew]

Thanks Phillipp. After removing/deactivating the customers would I be able to re-activate them in the future and all their open tickets would be available to them again as normal?

They don't need to be able to raise tickets in other projects, but will need the ability to raise/update existing tickets again in the future.

Thanks!

[Marc -Devoteam-]

Hi @Andrew 

Yes, you could re-activate the accounts.

All related work items will also be available to them again, as long as they still are the reporter, assignee or watcher.

[Philipp Sendek _catworkx_]

Hi @Andrew ,

yes, as Marc said. If they're "local" JSM customer accounts in your service management project It's important that you don't delete these accounts and just deactive them, as deleting them and a re-creation later in the future will generate new accounts with new internal IDs and the old tickets will not be mapped to the old users.

If they are full Atlassian accounts that also exist outside of your Jira Service Management project, removing them from your site would be fine and once they are readded, their work items would still be associated with them.

It can be tricky, hence I suggested to receive more info on what kind of users they are, so that we can make better suggestions.

Greetings
Philipp