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How can I remove portal-only customers from a specific project/portal?

Heather Rowland

I have 15 different projects on our service desk portal for various departments in our organization, and I'm trying to restrict who can submit requests to those projects by removing the organizations from the projects I don't want them to have access to.

However, once I remove an organization, the individual users show up on the customer list, and there's no option to remove the individual customers.

I feel like the answer is probably obvious, but I can't figure out what I'm doing wrong.

Accepted answers

All comments

Boris Berenberg - Atlas Authority

Are they in the Service Desk Customers Role?

Heather Rowland

They are not, they're portal-only customers.

Boris Berenberg - Atlas Authority

I think you will need to delete the users. See the conversation at: https://community.atlassian.com/t5/JIRA-questions/How-do-i-remove-a-customer-in-Jira-Service-Desk/qaq-p/33194

Heather Rowland

Won't that delete the user's account, entirely, though? I only want to remove them from one project.

Susan Hauth _Jira Queen_

What about in the users and roles - service desk customers role. Is the user in that role?

laralg

Hello Heather,

I have the same problem as your, right now I am creating a fake organization and putting there my customers because you can delete them if they are inside an organization.

Hope Atlassian solves this soon.

Regads

Angélica Luz

Hi everyone,

I know it has been a while and Jira Service Desk changed a lot since 2017, but I would like to share the actual process for removing customers from projects.

1 - When you add a customer (outside an organization) on the customer's page, it will automatically show the same customer on the People's page with the role "Service Desk Customers". So to remove the customer from the project, the right place is the People's page and not the customers' page.

2 - To remove a customer from an organization, you can just click on the X next to their name.

Note that, when a project is open to anyone that has an account to open tickets, they will only show on the customers' list and it's not possible to remove them since the project is for everyone.

For more details, please check the documentation below:
- Setting up service desk users

Regards,
Angélica

unknown

(There was a bug yesterday that no answer was shown to every topic here in this board..)

According to the first answer:

"When you add a customer (outside an organization) on the customer's page, it will automatically show the same customer on the People's page with the role "Service Desk Customers". So to remove the customer from the project, the right place is the People's page and not the customers' page."

This is not the case for us. The users are not listed under "People" page.

Dario B

Hi @[deleted],

When you add a customer to a Service Desk project then you should be able to remove it from: Project Settings -> People like in below screenshot.

If this is not working for you, can you kindly provide a screenshot of the People tab and one of the Customer tab making sure you hide the sensitive data?

Thanks,
Dario

unknown

Hi @Dario B ,

thanks for you answer, but it is not working

User is listed under Customer page:
Added user to People page
Hit the remove button. User was deleted from People but not from Customer page

Why is there no remove button next to the user on the Customer page? Would be the easiest solution.

Kind regards

Angélica Luz

Hello @[deleted],

Thank you for reaching out to Community!

May we know if the project is open to anyone with an account on the site?

To confirm that, please go to Project settings > Customer permissions (classic) or Project settings > Channels > Customer permissions (next-gen).

If the "Who can access the portal" option is set to "Anyone with an account", it's expected that you won't be able to remove the customer from the customers' page, because the project is open, so the only way to remove people from the project is by closing the project.

Regards,
Angélica

Dean_sx7ffd

Option 1 - Does not work, we created a few test users outside an organization yet, under the People Page it does not show them nor does it allow us to remove the Customer from Jira Service Desk.

This seems like a major flaw in the Jira Service Desk. At minimum, it admins should be able to select or click and drag a customer (from the Customers screen in a project) to an organization. This would allow you to delete the account if they are part of the organization.

For what is so far been a great user experience setting up the Service Desk, this is definitely a plunger to the face type experience.

Marcin Krasicki_bsi1pv

so I spent like 30 min to figure it out but I did it.

It would be so much easier if we could just simply remove an account from the screen where we were creating them but no.. even if you add them to a bogus organization and delete them from there or delete the whole organization, accounts are still active, so to do it properly you need to do is:

Go to the cog icon and click on User Management, next click on Products, then click Manage access, and in SITES AND PRODUCTS section click on the name of your site. In Jira SERVICE MANAGEMENT section click on Portal customers and now you can delete the account from the list.

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