Our agents, who are not administrators, are able to add customers.
How do we prevent this?
The following is a screenshot from the view of an agent. Notice that there is an "Add customers" button on the right. That's what we do not want.
Jason,
Go to Administration > Applications > JIRA Service Desk configuration, verify if the option to allow Agents to manage organization. Select the second option. "No, only JIRA administrators can manage organizations"
Administration > Applications > JIRA Service Desk configuration
See attachment.
Victor
Victor,
Thanks for the reply.
Yes, mine is set to "No, only JIRA administrators can manage organizations."
With this set, do your agents have the "Add customers" button?
Then you shouldn't have any issues. However, if one of your agents is also a JIRA admin, they can add customers. Make sure none is a JIRA admin.
All of my agents are in the jira-servicedesk-users group. That's the way it should be, right?
Also, just to be clear: you are saying that in your instance of JSD, your agents do not have the "Add customers" button, right?
Quote from JSD Customer permissions project settings: "If anyone can raise a request, Service Desk creates an account for anyone customers share with." - on practise this does include situations, when agent CC'ing someone and reply is being sent to incoming mail handler.
Thus if we do not want Service Desk to create an account for anyone (based on 'sharing' or CC'ing), we need to remove "Service desk customer - portal access" from "Create Issues" permission and add some specific access group instead.
And also set "Who can customers share requests with?" to "Other customers in their organization" in "Customer permissions" for JSD project settings.
This configuration will fully prevent adding any new customers via any means by service desk agents.
Although JSD will start showing "configuration error" notice, each time one accessing this project's configuration.
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