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How do I add an approver with just customer rights to my SD project?

Jill Biggar

Hi, I'm new to Jira and have full rights, and I'm wanting to add approvers that don't need a Jira Service Desk license to approve those requests, and apparently they just have to be customers of the service desk project. (as per https://confluence.atlassian.com/servicedeskcloud/setting-up-approvals-816880004.html)

To use the User Picker field I could only select users already loaded. So I've gone into User Management to invite a user (is this what I should do first?) and if so, do I use the Permission called Basic and deselect Jira Software for Application access to ensure that they aren't set a SD license? I did want to add someone manually but I don't have that option for some reason. Please note we have SSO too, I don't know if that makes a difference.

Thanks for any help in advance.

Accepted answers

Jack Brickey

@Jill Biggar, welcome to the Community. For sure you need to have the customer in the system first before you can list them. Once in place you should be able to follow that guide you mentioned to complete the task. To add customer just use the project > Customers > Add customers method. If you cannot add them please check w/ your admin. they may not have given you the necessary permissions to do so.

All comments

Jack Brickey

Jill Biggar

Thanks for coming back Jack, yes I have the rights to add users into the system (in Jira/ User Management) but I don't know how to set them up as a customer without the a SD license within here. How do I do that please?

Jack Brickey

Are you on cloud or server? In cloud you simply go to project > Customers > Add customer as mentioned above. A user only becomes an agent if you us the "Invite team" link. Note: if you are using Organizations go into the organization listed under Customers and add the individual customer there.

Jill Biggar

We are on cloud. I've typed in an email address but the window says that the customer will receive an invitation email if I add them. Which I know needs to be done to add them as an agent, but how do I then make sure they don't count as a new license?

If adding agents at the project level means that they don't count towards another license then that's awesome. I just want to be sure