A Service Desk Team member thrown into Customers

Question

We have 4 employees on Service Desk Team. Three of these are Service Desk Agents.

The fourth employee who is not a Service Desk Agent, is listed among the Customers.

Is there any way to avoid this, without making him a Service Desk Agent?

Guillaume_be5mn3 · Answer

Hi Sverre Moe,

Thanks so much for your question.

If you believe that the 4th member of your team should not have a role of “Agent” or “Customer” then you can create a new role that is more suitable.

You can add and edit roles by going to Admin settings => System => Project roles

Simply add a new role and then apply this role to your team member.

Thank you,

Guillaume
Jira Service Management

ps. if this answer is correct, please select the ‘accept answer’ button

Daniel Ebers · Answer

Hi Sverre,

in a similar scenario I saw that the user will become customer as the user does not have application access to "Jira Service Management" (but, instead, for example to Jira Software).

As far as I know no option to remove them from customers - as they could potentially act as a customer thus they are not acting as an agent.

Cheers,
Daniel