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How are users joining my project as agents?

Colleen Gotling

I could really use your help as this is driving me crazy. I have 2 JSM projects currently. Two of them are set up with channel access where anyone can submit requests. The 3rd one is controlled by the admin giving them access to that project. I don't think the 3rd project is the issue. I am fine with users being able to submit requests, that is not an issue. But, every so often I get notified that a user has joined by project. So far, every one that I got an email about is already a customer in that project. But when I look at their profile when I get this email, they are also listed as an Agent. Do you have any idea how that is happening and how I can stop it from happening?

Accepted answers

Kieren _SmolSoftware__ar1cj1

Hi @Colleen Gotling

It sounds like JSM is setup for access to new users in the User Access Settings. You need to be an org administrator to fix this:

1. Go to admin.atlassian.com and navigate to User Access Settings

2. There may be one or more domains listed there. You’ll need to open each one.

3. When you open a domain, look at the products configured for that domain. One is likely configured for JSM to grant the Agent (User) role.

4. Change the JSM role to Customer (or None if you have other ways to control customer access to JSM)

Users that visit JSM will now get the customer role, instead of the agent role.

-Kieren

Co-Founder @ Smol Software | Ex-Atlassian

All comments

Shikha Verma_xy1o3z

Hi @Colleen Gotling Hope this will help!
- Check Project Roles and Permissions: Ensure that users who are supposed to be customers are not accidentally being added to the Service Desk Team role, which would give them agent permissions.
Verify User Permissions: Go to Project Settings> Customer permissions for the affected projects. Ensure that the setting "Allow customers to create accounts" is disabled.
- Review any automation rules. Ensure that there are no rules that automatically add users as agents based on certain triggers.
- Investigate User Management Settings:Ensure that the default user type for new users is set to "Customer."

Nikola Perisic

Hi @Colleen Gotling , keep an eye on the User management and specifically those users that are joining as customers. Make sure that the admin is not granting them the agent license as well. Receiving an email for having the customer on your site is fine, but it's not when those are agents.

Colleen Gotling

I'm actually the admin. LOL And I know I am not setting them up. I did just follow up with the one person today and she said that she tried to link to a Jira Software ticket that the scrum master sent to her and she said it took her to the home page. She does not have access to Jira Software and I'm sure what she is referring to as the home page. I'm going to set up a screen share with her.