Customers can't send emails to JSD

Question

Hello,

We have synced JSD with Active Directory and created a group call 'customer'.

We added 'customer' to our private project. Our customers are appearing within the customer area of JSD but they can't send or submit a request through the customer portal.

Settings

Project - Private

Customers need to be added manually for them to submit requests and use customer portal - Yes

Customer Group - Has Site Access

Customer Group - Does not have access to JSD (If we enable this a license is required and we will be charged

My understanding is if you add people as customers they can log requests and use the customer portal without a need for a license.

I am wondering why its not allowing me to do so.

Mike Bowen · Answer

Hi @Harry Bob

Not that I am aware of. But try adding them to an organisation under Customer.

-Mike

Harry Bob · Answer

HI @Mike Bowen

Thanks for your reply.

Is there a way to add customers to groups that you're aware of?

Thanks

Mike Bowen · Answer

Hi @Harry Bob

A customer (external) doesn't have to pay to use the Customer Portal. An internal user(s) would have to be licensed and there is your cost factor.

If you want your customers (external) to be able to log onto the customer portal and raise requests then you need to set them up as customers under an organisation. In Jira Service Desk click into Customers, Create a new Organisation add your customers email addresses and an invite is sent out to them with a link to sign up to the Customer Portal. When they login they will see requests and be able to raise requests.

Alternatively you can ignore the above and enable the default email address under email requests. Your customers can send email requests and you'll receive them in your Jira Service Desk.

-Mike