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Service Project Customer - Portal Access follow up

lapacquah.bryant

Hello,

I have a user who is unable to comment on a ticket he submitted via JSM project. Permissions within project has this line item below:

Service Project Customer - Portal Access

Can you provide additional details as to how this role works? Does this mean customer can only comment via customer portal vs within JSM project?

The user in question has correct product access both customer and agent JSM roles and the only time he can comment is when I add him to JSM project. I should not have to add to project for him to comment on a ticket he submitted.

Thank you in advance for your assistance.

Accepted answers

Mikael Sandberg

Correct, Service Project Customer - Portal Access gives you access to the request via the portal only. If you want customers/requestors to have access to the requests from the queue they have to be added to the service desk team role in order to add external comments. If users that have access to Jira you can add them as users of the project and then they will have access to view the request and add internal notes only.

All comments

Mikael Sandberg

lapacquah.bryant

Thank you so much for the clarification.

lapacquah.bryant

@Mikael Sandberg I have a follow up question, do users need to have both Agent/Customer JSM product access.

Also if projects are setup for Service Project Customer - Portal Access, do they need to have JSM Agent product also?

Thank you for the clarification.

Mikael Sandberg

It depends on how you want your users to access the project. The intended use for JSM is that only agents are accessing the backend of the project, and everyone else are using the portal to access their requests. And that is what the project role Service Project Customer - Portal Access is for. In JSM you only pay for agent licenses, customers (users that have been assigned the Service Desk Customer role) do not require a license, but as I mentioned, that also means that they have only access to the portal.

This KB gives a good overview of the different roles in a JSM project.

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