How can I manage ServiceDesk Customer profiles in the cloud version of Jira ServcieDesk

Question

Good day,

I wonder if somebody can tell me how to manage profiles of ServiceDesk Customers. It seems I am able to delete only some of the customer profiles which are created either manually or by sending an e-mail in order to open a ServiceDesk ticket.

I tried to correct one of these manual created profiles which have a typo in its e-mail, but I cannot change anything, nor can I simply delete the profile.

My usecases are:

- correct typos in either name or e-mail

- remove accounts, which have not raised any ticket so far

- change e-mail or name on customer request

Seems to me as if the cloud version of Jira behaves different to on premise version. Any hints how I can manage my ServicedDesk Customers in the cloud.

Greetings
Peter

Nikola Perisic_rh4g7m · Answer

Hi @Peter Melichar FJD

Jira doesnt have this functionality, but it's under the Atlassian's consideration.

More information could be found here: https://confluence.atlassian.com/jirakb/how-to-change-jira-service-management-customer-email-address-1085190839.html

Peter Melichar FJD · Answer

Hi @Nikola Perisic

thank you for your quick response. I fully agree that removing an account should be the last option, just good enough to wipe out users with wrong details.

Although I am a global administrator I am not able to find that page you referred to.

Rather than deleting an user, I would prefer to change its e-mail. Just to make sure we are on the same side, I am talking about ServiceDesk Customers, which are usually created as user open a ticket by sending an e-mail.

How can I make changes on e-mail addresses of such users?

Nikola Perisic_rh4g7m · Answer

Hi @Peter Melichar FJD

Since you are saying that you cannot delete profiles and change the email addresses, this is because you are not an organization admin. Only org admins can manage users and in this case their email addresses as well.

Instead of removing accounts, best practice is to deactivate their accounts. All of this happening withing your User management when you click on cog wheel and select User management. If you don't see that as well, that means that you are not org admin as well.

Since Jira Service Management is the topic here, you would need to see this article: https://support.atlassian.com/jira-service-management-cloud/docs/delete-a-customers-account/