Why is it that when i "raise a request on behalf" of an external email it adds them to my service de

bthayer

Right now my team is using SD kind of in reverse. When they see an issue they then reach out to the customer. We are using SD to track this. However i am noticing that when my team selects "raise a request on behalf of" field and fills in the external customer email, they are being added as SD agents. This is eating up my licence so i have to go in every few hours and remove these emails from the user group "jira-servicedesk-users". Any idea what i am doing wrong here or what could be causing this issue? 

Keri

Hi Brent, 

 

When clicking on Add customer, the customers shouldn't be automatically added to the Service Desk team. This should only happen if Invite team has been clicked, see https://confluence.atlassian.com/servicedeskserver/adding-service-desk-agents-939926159.html

 

I see that you currently have a support ticket open too, so if you can provide us with some more information there and we can try to figure out what's happening in your project.

Cheers, 

Keri Duthie | Atlassian Support