Ways a Service Desk Customer can get added?

Question

This is going to sound like a strange question but how can an outside user get added as a registered Service Desk Customer in Jira Service Desk?

I'm asking because neither me, nor apparently any of my colleagues, setup a particular customer as a user, yet somehow this person used our [still being developed] system to submit a request to us.

We don't want to ask him how he did this because it would make us look foolish but it is indeed a real mystery.

So what are the ways a person could get added as a Jira Service Desk customer?

Robert

MoroSystems Support · Answer

Well, I agree with you that what happened to you is really weird. I can't think of any explanation (and can't say if your is truly doable). Maybe someone will know. Looking forward to other answers.

Martin

Robert Werner · Answer

Hi Martin,

Your supposition is what I initially thought too but when I looked at Customer permissions, here's what I found:

And in Global Permissions we have them just as tightly locked down.

Here's what we now think must have happened, though this is purely a theory at this point:

Our customer also uses Jira Service Desk.  When our contact there e-mailed me and another user, somehow within the Atlassian infrastructure, it saw that my e-mail address was registered as the custom contact one with our instance of Jira Service Desk.  As such, it then added:
 - Our customer (the corporate entity)
 - Our contact (an individual with an e-mail address)

as Jira Service Desk customers within our JSD project.

I know this sounds incredible but it's our only possible explanation for how this phenomenon occurred.

Robert

MoroSystems Support · Answer

Hello Robert,

it is indeed possible for customers to create accounts for themselves. Please take a look at:

* https://confluence.atlassian.com/servicedeskcloud/set-up-customer-permissions-732528940.html
* https://confluence.atlassian.com/adminjiracloud/global-customer-permissions-895930616.html

You probably have project-level restriction set to Anyone and global account self-creation allowed.

Regards,
Martin