How to smoothly transition "Agents" to "Customers" and vice versa?

Question

Hi Community,

We use JSM with a lot of service desks and users (both agents and customers). My question is divided into two parts:

1. If an employee who has a "customer" access gets promoted and needs to be an "agent", how do I migrate his/her customer account to agent account and make sure all the tickets s/he collaborated on before will be updated as well? (I don't want Former user reporter)

2. Vice versa, if an agent needs to become a customer only (maybe to cut the cost or to limit him to raising tickets only), how do we do this appropriately?

John Funk · Accepted Answer

Hi Louange,

To make someone an Agent, you grant them access to the Jira Service Management product in User Management. Or you can add them to the group for jira-servicemanagement-users. Or take them out of that group to remove them as Agents.

Neither will change the access to the issues if they have Jira Software licenses, it will just change whether they can update the issue or not.

Aditya Verma · Accepted Answer

Hi @Louange HIRWA ,

For providing agent access to portal-only customer account, you would need to migrate the customer account to an Atlassian account. Please refer this article for detailed steps.

For #2, you can remove product access for the user from "User Management Section" and just provide "Has Access on Site" permissions. Also add the account as customer in your portal.

Thanks,
Aditya