Jira Service Desk users are visible in Jira Software "Watcher's list" ?

Question

Hi,

we are testing Jira Service Desk (server) and during tests we found out, that users ("external customers") who have sent request to JSD are later visible in Jira Software "Watchers list".

example:

External customer joe.doe@gmail.com sent request to our JSD. And this user is now seen in our Jira Software which is for internal tasks only and external customers (like joe.doe shouldn't have access to it).

Is there any setting regarding this that we missed during configuration? How can we remove such users from Jira Software "watchers list" ?

Please see also attached screenshot - this is from our Jira Software. When I tried to add new watchers to internal task, I saw that joe.doe user is in the watchers list which is not ok!?

Thank you in advance for your reply(s).

BR Ales

Ales Sojar · Answer

Hi Jack,

thank you for your reply. I did check and the user doesn't have any application access. Please see attached screenshots.

Is there a way that JSD users are not automatically added to Jira Internal Directory?

Thank you in advance for your reply.

BR Ales

Jack Brickey · Answer

@Ales Sojar, please check to see if the Customer that is appearing as a Watcher has application access. This is the only way this could occur unless something (addon or other) is amiss.

Go to the system settings > User management and search for the customer. If found, Edit them and check if any of the application access boxes are checked.

Assuming you find that the customer has application access then you should certainly uncheck. Then the question is how did they get added to the Watcher list? This could be manual or some Automation.