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Is there an issue with removing customers from the customer part of Jira Service Desk?

Brianna Barnes

Somehow we have users that shouldn't be listed as customers in a certain project. They have accounts, and we don't want to remove the account. We just want to remove them from this specific project.

These users aren't showing up under people, so it looks like they were added as customers somehow. And we don't know how, but there is no option for me to remove them from being a customer of this project.

I've tried adding to an organization, and that doesn't work. When I remove the org, they just go back to being listed as individual users. I'm at my wits end here.

Accepted answers

Glauco

Hi @Brianna Barnes

Could you check if Any logged in user is listed under the browse projects permission? If yes, please remove it. Let me know if this works for you.

All comments

Jack Brickey

you simply need to remove them from the projects where they do not belong. If a customer is on multiple projects and you remove them from one project it only removes them from that project. If you want to remove them from all projects then remove them from the User Management screen. Sometimes what happens is that a user is added to an org and that org is used on multiple projects. If you share an org across projects you need to ensure that the customers in that org apply to all projects using the org. Make sense?

Brianna Barnes

It does, but I can't find any way to remove a customer from a project. There's no option to and I can't find any online documentation that actually solves this issue.

Jack Brickey

if you have admin permissions then you should be able to...

Project
Settings
People
choose Service Desk Customers
remove the customer

Brianna Barnes

I looked here, too. And the customers that are in the project aren't listed in this view.

Boris Berenberg - Atlas Authority

Add user to org
Remove user
Delete org
🍻

https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-can-I-remove-portal-only-customers-from-a-specific-project/qaq-p/617234

Jack Brickey

@Boris Berenberg - Atlas Authority, thanks for chiming in here with this. However, i'm a bit perplexed by this workaround TBH. I thought that removing from an org only placed them back into the Customer list. Maybe the "delete org" action is the trick? Further, in reading back thru Brianna's notes I think she may have already attempted this but not sure. @Brianna Barnes, can you please try Boris' steps on one of your Customers and let us know if it works for you?

BTW, I searched in Atlassian's bug reports but didn't find anything there so I plan to open a support request w/ Atlassian in hopes they can spread some light on this topic. I will chime back here as I learn more. Here is the ticket (not that anyone else can view but it will serve me in the future) - #JST-389505

Brianna Barnes

@Jack Brickeyyou are correct, that was one of the work arounds that I did try and it didn't work. When you remove the user in an org, it drops it as an individual customer in the customer view (still not under the people section) and when you delete the org ALL the customers get dropped into the customer view.

Boris Berenberg - Atlas Authority

Your service desk is configured to grant access to anyone in the system. Switch it so that only people in customers are allowed to access and you should be able to remove them.

Glauco

Hi @Brianna Barnes

Could you check if Any logged in user is listed under the browse projects permission? If yes, please remove it. Let me know if this works for you.

Brianna Barnes

Ah! I think this solved this issue!

But the weird thing is, I've created MANY projects, most being Service Desks, and I've never had this issue before. Thank ALL of you for the help. I hate that this seems like it was SUCH an obvious fix.

amanda.follit@wearethink.com

I have exactly the same problem

I have a User Group in User Management which is 'All staff' for a company - 'All staff' is added into Service Desk as 'Service Desk Customers' for Users and Roles.

They are then in the Customers section as customers.

If you go https://jiraurl/projects/PROJECTNAME/customers customers are listed there as they were put there before being put an in an organisation.

You can delete the customers within an organisation but not when they have been placed directly into 'Customers'.

This is a problem and in fact for us could break GDPR as we are unable to remove them from a project that they are in.

CaseyCo

AFAIK and for our instance; users will show up under Customers if they have the 'Browse Projects' permission.

Things to check:

Settings/Customer permissions - if this is set to 'Anyone can send a request', all users in your instance show up under Customers

Settings/Permissions - What roles/groups are allowed to 'Browse Projects'? If you have a group here or you've given a group a role from 'Settings/People' that has the Browse Projects ability they'll show up under Customers

Settings/People - As above, check what roles people/groups are assigned to and what permissions these roles have under the 'Settings/Permissions'

If a customer is directly added to Customers and not in an organization, they can be removed from the project Customers under 'Settings/People' where they'll be listed as 'Service Desk Customers'. If they have been added as part of an org. you can click on the organisation and to the right of the user's name an 'x' will appear if you hover over their name. If they still appear then they still have the Browse Projects somehow due to groups/roles and the permission scheme.