How to define "customer" in multiple self-signup service desks?

Henrik Mikkelsen

We have multiple self-signup service desks (JSD A, JSD B and JSD C).

When a customer signs up on JSD A, he will be in the project role customer i JSD A.

But through the portal he has access to JSD B, JSD C and can raise requests in both these servicedesks. I've seen some discussion on this here - but that solution is perfect for us. If he needs support in another functional area there is no reason that he should sign up multiple times.

He is, however, only listed in the customer role in JSD A. So if i use scriptrunner e.g and ask if he is in the customer role I will get a yes in JSD A but not in JSD B and JSD C.

If I direct him to the main help center and he signs up there - he will have no project roles.

My question is are there any other (not counting scriptrunner) drawbacks to my customer not having a project role in the JSD - projects?

When I can't rely on the customer being in the customer role in all service-desks he has access to are there eny known advantages on guiding him to any specific portal to signup?

 

Andy Heinzer

In my view, I don't think there are any drawbacks to the fact that not all JSD customers appear in the customer project role in this case.

You could change the project settings to only allow customers that have been added to this project to raise requests (Project administration -> Customer permissions).  In that case, then you would need to add each user that needs to create issues here to this specific project in the customer role.  

However if you're not utilizing any Service Desk projects that implement this level of permissions, then there is no real functional limitations to customers using any service desk project in your instance.   As the documentation on JIRA Service Desk: Agents, Customers, and Roles  states:

Customers are essentially any user who is not an agent.

With that in mind, it is not critical to have the account appear in the project role called customers just to grant them access to a service desk project that is already granting access to any user that has an account.   It really is more important for instances that restrict access to the service desk to a specific set of users.