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Unable to manage external customer accounts on JSM Cloud

Yohan Allix

We have several customer portals where our external customers can open tickets.
The list of external customers with accounts is accessible via the JSM Cloud administration interface.
However, from this same administration interface or the customer area management interface, it is impossible to reset a password, resend an invitation, or delete an existing account when requested by the customer.

Could you please tell me how to perform these operations?

I should point out that I am not referring to internal user accounts (agents in charge of ticket management who have a JSM license).

Thank you in advance for your help.

Accepted answers

Marc -Devoteam-

Hi @Yohan Allix

In User management in Administration, go to the Apps section, then to sites, choose your site, in the site settings, there is the JSM option and Portal only customer section is the only option under it.

There you can, by using the 3 dots after a customer, reset the password.

All comments

Jack Brickey

Hi @Yohan Allix , welcome to the Community! If you have the necessary permissions you can resend an invite if the customer has not accepted the previous invite. To do so select Customers in the sidebar. You should have a "resend invite" on the right for any customer that hasn't previously accepted. Other customer operations are performed under the admin settings under User management. Can you share screenshots where you are unable to achieve your goals?

Yohan Allix

Hello Jack,
Thank you for your quick response.
I can confirm that if a user has not accepted the invitation, it is possible to resend it (as shown in my screenshot).
However, for a user who has accepted the invitation and can no longer log in, no action is possible in this case.
I have administrator rights, and under User Management, I do not see external users (external customers using a service space) but only users within my company.
Therefore, I have no way of managing the accounts of external customers who use a ticketing portal.

Jack Brickey

Can you try the following...

click on the gear icon in the upper right corner.
Choose user management.
Choose groups in the sidebar.
Find the entry for service desk customers.
Check to see if your customers are listed there and can be managed

Marc -Devoteam-

Hi @Yohan Allix

There you can, by using the 3 dots after a customer, reset the password.

Yohan Allix

Hello Marc,
Thank you for your response, which resolves my request and will enable other JSM users to clearly differentiate between users and locations in order to manage their permissions.
With my sincere thanks,

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