internal users appear in customers

Julian Trageser

Hi everyone,

somehow two of our internal users appear in the customer view of our service desk project (see screenshot). 
I am not able to remove them, as you see.

These users cannot assign stories anymore in the service project, which they should be able to do according to their role. 

 I already tried to add them to organizations, then delete. I already changed the customer permissions in the service desk access so that "Customers added to this service project only by agents and admins. "

 

Anyone an idea on how to solve this? 

Petter Gonçalves

Hello @Julian Trageser

Thank you for reaching out.

As described in this documentation, if you add anyone as a customer and remove them from the project afterward, the customer stays visible under the Customers menu for record-keeping purposes. Those settings are also applicable to internal users (Agents) who get added as customers and have previously acted as customers on the project (Public comment, Added as request participant to any issue at some point, etc).

That means not all the users listed on the customer's menu are currently added as a customer to the project. You can check or remove customers from your project by following the steps below:

1. Navigate to the project
2. In the left menu, click on Project settings > People
3. Check who is added with the role "Service desk customers". Those are the customers of your site
4. Remove that role from the users (Agents or customers) to properly remove their access as a customer

Additionally, you can remove customers-only from the Customers menu by deleting their customer accounts. For agents added as customers, the only option would be to fully removing them from the site.

Regarding the assign issues permission, the user must have the following settings to properly assign issues from a JSM project:

1 - The user must be added with product access to the product Jira Service management. Providing them with access to Jira Software only will allow them to access the issues in the product as Collaborators, however, the customer will not be able to assign issues or access any JSM features as Agents. These are the steps to properly check and add the user with JSM product access:

1. Go to admin.atlassian.com. Select your organization if you have more than one.

2. Select Directory > Users.

3. Select a user. Check if the user is properly added with the product "Jira Service Management" to the correct site under the project section:
   
   
   

4. If not, Select Add products to view a list of products the user doesn’t have access to.

5. From the Product roles dropdown for Jira Service management, select a product role.

6. Select Grant.

2 - In order to self-assign issues, the user must have the Assign Issues, assignable user, and Service Project Agent permission in the project. You can check this by following the steps below:

1. Navigate to the project
2. In the left menu, click on Project settings > Permissions
3. Confirm if the user is added to any group/role listed to the permissions "Assign issues", "Assignable user" and "Service Project Agent"
   P.S: A good tip to confirm if its a permission problem would be to use the Permission Helper at the top-right corner of the permission page:
   
   
   

Let us know if you have any questions.