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Jira Servicedesk: Customers view, not showing users with the 'jira servicedesk role'

Alex (US - Major Issues - Problems - csi

As an agent i want to see the open / closed tickets from my customer.

But, our customers are internal users and a lot of them (all IT users + 400) have the 'Jira Servicedesk Role' . Those users are not shown in the 'Customers Query'

Can this query be changed?

Is there an other solution?

Accepted answers

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Moses Thomas_08kyb0

@Alex (US - Major Issues - Problems - csiPlease read over view on setting permissions in Jira SD. https://confluence.atlassian.com/servicedeskserver/permissions-overview-939937277.html

Best!

Alex (US - Major Issues - Problems - csi

I don't see how this could help, it is not about the permissions in my opinion, but about the roles.

If I create my own filter I can see all users, but the default view as provided by Jira servicedesk in only showing the 'jira customers' not the 'jira agents'

Moses Thomas_08kyb0

@Alex (US - Major Issues - Problems - csiThis documentation have all you need, but let me explain, if you are a jira agent, this is just the name of group, in your case which gives you the Jira administrator/ Jira system Admin rights depending on what you have configured in your global permission, if your configure your global permission for both the "Jira customers " and the "Jira agent" group to have the "Browse Users" permission they should be visible in the search in &"Users with this permission will also be able to see names of all users and groups in the system"

Alex (US - Major Issues - Problems - csi

If I search for the customer 'my name' I get 2 results.

(So the browse user permission is fine I suppose)

Both of them don't belong to any group:

But the user I want to see is my 'real' user (not showing up in the search customers result)

Who is a member of different groups:

This is happening for all users with the 'service-desk-agent' rôle

Alex (US - Major Issues - Problems - csi

This are the permissions in the Servicedesk project:

The customer permissions:

Moses Thomas_08kyb0

@Alex (US - Major Issues - Problems - csiHmm This looks OK to me but after taking a look at your previous images, i see "crowd directory", i think this is the reason,

In my service desk i use Jira internal directory and in yours in "crowd directory"

so could be that user is coming from there, this is why you can 't find user

Alex (US - Major Issues - Problems - csi

edit

Alex (US - Major Issues - Problems - csi

This was the answer I received from our admin:

This is expected behaviour. Almost all Crowd users are part of the jira-users group. This group has both the Jira Service Desk Customer Role and Jira Service Desk Team role. It's the second role which is the cause of them not being shown as Jira Customer

As an example, I've removed the jira-users group (and added jira-customers) to the crowd user of OSN Support, this user is in Crowd but is shown in the Jira Customers View.

So, that's why I asked if we could change the 'customers' query :-)

Moses Thomas_08kyb0

@Alex (US - Major Issues - Problems - csiSo is problem solved ?

Jason Gallo

Did anyone ever get a definitive answer on this? We are experiencing the same issue, with repercussions of incoming emails sent from Agents not getting picked up, as they don't appear as customers.

Wolfgang Tasch

Is there a possibiltiy to solve this in Jira Servicedesk?

We've the same problem, using Jira for internal users.

Customer group: 4.000 Users

Agent group: 100 users

the users of the 100 agents are also members of the customer group

In the customer section, only 3.900 Users where shown.

best regard,

Wolfgang

Dan W_kamf5a

We are having the same problem. Has anybody found a fix?

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