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How to remove customers from one specific project and keep them in others

Sergei Gridnevskii

I have a Jira Service Desk project with a couple of dozens customers who also are licensed Jira users and are involved in many other Jira projects.

For this particular project my manager asked me to limit the list of those who can access project portal to 5 customers. However I have no option to remove other 19 from the Customers list. Also nobody is in Project Settings->People.

Google proposes deleting profiles from Jira but it is not an option in my case - I just want to remove them from one project where their role is Customer.

How can I do that?

Accepted answers

Sergei Gridnevskii

I found the reason why people are shown as customers even they do not have any role in the project. It is just another bug of Atlassian. And it is the following:

If user has a role of Service Desk Team (even indirectly, e.g. through group membership) in any Jira project, he will be shown as customer in all Jira Service Desk projects.

I guess Jira developers just forgot that roles are project-based and propagated role to all projects.

When I removed one user from all projects where he could have Service Desk Team role, he was removed from customers for this specific project. I guess if I return him back to another project with role Service Desk Team - he will be back as customer in this one.

All comments

Jack Brickey

do not delete profiles from Jira that is not what you need to do here.

go to the specific project where you want to remove certain customers
check to see if the customer(s) is listed there and be sure to check for "Organizations" as you may have all customers under an org in which case they need to be removed from the org first (see below) then added into the projects where they should have access.

now as to why they are not showing under People, can you please share a screenshot of your Customers window and your People window? Feel free to redact data as necessary.

Sergei Gridnevskii

You see no one in People and 6+ in Customers. No organization.

Sergei Gridnevskii

I guess Jira developers just forgot that roles are project-based and propagated role to all projects.

Sergei Gridnevskii

So the answer is: you cannot remove a Jira user from list of customers for a specific project if he has Service Desk Team role in any other Jira project. It is a known issue.

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