when adding Jira developers as "collaborators" they show up in the customers list

Question

When we add Jira users to the Service Desk Team role in a project, the user also shows up in the customers list for that project.  It seems to work as a collaborator to the ticket (users can comment internally only), but seems weird that it shows up as a customer.

Brian Beckham · Answer

susan, we are trying the software out, and making sure that we understand the permissions scheme, etc.

so, the company name is "company x" - and we have a group called "company x" in user management.  all of our employees are within that group.

within a specific service desk project, we access settings -> people, and add in "company x" assigned to role "service desk team" to make them collaborators.  This allows people in the company to access the tickets and comment on them internally if they are valid Jira users, but they cannot be assigned to the ticket or change a ticket state without access to Jira Service Desk via application access.

this all works as described, but we were surprised to see that users within the "company x" group were all shown in the customers list for that project - except those that have Jira Service Desk application access (agents).

Is that normal?

Susan Hauth _Jira Queen_ · Answer

Hi Brian,

Service Desk team role can also be customers, and when they are not assigned to an agent license then they will be customers/collaborators.

Hope that helps

Susan