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Users without access to Service Desk project showing in the Service Desk Customers List

Matt Heggelund_2mw8zo

Trying to solve an issue where we have users that are not Service Desk agents nor do they have access to the Service Desk Project, but they are showing inside of the Customers list inside of Service Desk. We do allow anyone to send a request without logging in.

Customer List in Service Desk:

2019-11-04 16_27_06-MPOWR Service Desk - Customers - Service Desk.png

User Setup:

2019-11-04 16_27_32-Administration.png

Accepted answers

Cody Stevens

Hey @Matt Heggelund

Being a customer is completely separate from their user account if they are a licensed user. It is not controlled in their profile and managed via product access because being a customer of a JSD project is completely free. Having customer access just means they can access the project in the customer portal and submit requests.

You can manage your customers via the people section in the project settings. From there you can view/change users roles and add/remove users.

All comments

Cody Stevens

Hey @Matt Heggelund

You can manage your customers via the people section in the project settings. From there you can view/change users roles and add/remove users.

Matt Heggelund_2mw8zo

Thanks for the quick reply @Cody Stevens but the users I am referencing do not show on the People page for our Service Desk Project but do show in the Customers page. These are users that internally work on other JIRA projects and will never submit tickets through our public facing Service Desk portal. This not the end of the world just more of an annoyance that they show in the list of Customers.

Cody Stevens

Hey @Matt Heggelund

To keep the comments consistent and if I do end up answering your question, lets keep the thread on my answer instead of making a new answer. When you go to reply to this, just click the box that says "reply" instead of the "Suggest an Answer".

Anyway, what are your settings under Project Settings < Customer Permissions < Who can access the portal and send requests?

If its set to Anyone, that is why they are showing in the list. The anyone setting opens the portal up to all users, whether they are licensed or customers.

Matt Heggelund_2mw8zo

Sorry for not replying to your original comment

Our portal is set to Anyone. It is unfortunate that they show like this in our Customers list, we will go through and just create an organization and add them all to this organization to clean up the list.

Cody Stevens

No worries! I am glad I could help you figure it out. The organization is a good method to clean it up as long as those users will not be submitting tickets. I say that because if they do, depending on how your notifications are set up, if someone from the org makes a ticket and shares it with the organization (by default it does) it will notify all members of the org and each member will be able to view the issue.

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