Assistance required in setting up Customer Permissions correctly on Service Desks

Question

Hi All

My company has JIRA Server V7.5.1 and Service Desk V3.8.2.  All our Head Office staff have JIRA licences but our Call Centre staff do not.  Some of our IT Teams have Service Desks where the Customers that needs to log requests are both Head Office Staff and Call Centre Staff. We do not have external Customers outside the Company logging requests.

What is the correct Customer Permission to select that allows both Head Office Staff and Call Centre Staff to log requests on Service Desks either via logging the request directly on the Service Desk or via sending an email if an email address is hooked up to the Service Desk?

Also what would your Global setting be for Public Sign-up in this scenario. Our JIRA accounts are linked to Active Directory which we use to log into JIRA.

Kasturee · Answer

Thanks All for the feedback. Managed to get it working the way I want

Susan Hauth _Jira Queen_ · Answer

Hi kasturee,

I would go to the Settings - Product - Jira Service Desk - Email requests.  THere is a log there.  You might be able to figure out where it went wrong.

Susan

Kasturee · Answer

From the testing that I did with a user that does not have a JIRA licence. I added the user as a Customer on the Customer Page, and I set the Customer Permission on the Service Desk to "Customers who have an account on this Jira site", the user was able to log a request on the Service Desk. but a request was not  created when the user emailed the Service Desk (I have an email linked to the Service Desk).