Why do I see some users in portal customers but not in users?

Fahad Akhtar

I am a site-admin. When I click on users it shows all the users in JIRA. Customers, agents, admins, etc. Then I click on JIRA Service Desk and at the top of the page it says Portal Customers. Some of my companies' customers are found under users but not portal customers while customers in portal customers are not found users. Why is that? 

I invited some customers yesterday and they accepted the invitation and I assigned them as service desk customers for that specific project by going into project settings --> people. But these people who I listed as service desk customers do not show up under portal customers when I got to Adminsitration --> JIRA Service Desk. Why?

Please give a detailed answer. 

Thank you. 

Jack Brickey

you should see portal-only customer under user management > jira service desk. however, some customer will also have "site access" and possibly application (JSW, Confluence...) access in which case they show under Users. So if they are added to a JSD project as a service desk customer they should show under jira service desk.

Note: I will say that JSD customer has always been messy IMO and there are multiple ways of adding customers that can result in undesirable results. I will also admit I still see situations like this that has me scratching my head.