JIRA Helpdesk customers are also project users

Question

Hey folks,

we use JIRA Cloud, especially JIRA Software and JIRA Helpdesk. I created a helpdesk for internal IT questions and therefore I created our company and in this company I invited the "customers" which means my colleagues. But now, these colleagues are also Developers or project owners in other JIRA Projects. And her comes the problem:

1) Users, who are also own project roles, are listed outside the company as "extra users", which means that when they create a helpdesk ticket (in the IT helpdesk), its not related to the company. Bad for measuring and searching

2) I have invited all "customers" via mailadress. When I have to set one of these users also for a project, I have to invite them (as Helpdesk user oder developer and so on). So I have to use the same mailadress. So, how can I make the difference between, lets say

Marcus Meier - as "customer" (who creates a helpdesk ticket and

Marcus Meier - as a project member..?

Gerhard Sibilitz · Answer

Nothing new here? We have still these problems mentioned above..!

Regards,

Gerhard

Gerhard Sibilitz · Answer

Hello Syauqi,

thanks for your detailed answer. At first, let me explain what i mean with:

its not related to the company. Bad for measuring and searching

Again, I created portal user accounts for every employee in our complany and group them under the company. I also activate the setting, taht every portal user from Company X can view other requests in company X. So it's possible, that other employees can watch out for requests, which maybe his oder her neighbour has created and if the's already an answer in the issue/ ticket.

Later on, I had to create other JIRA-users (aka Atalssian Accounts), also for employees from our company, due to that they have also projects, which they will manage in JIRA.

So, these employees now have one portal user account under "givenname.surname@company.de" AND are JIRA-Users with "givenname.surname@company.de".

So now, if they're logged in as JIRA-User and create a ticket, they are not recognized as "portal users from company X". And so, the field "company" in this ticket is not set. This leads to that other "just" portal users can't see those tickets.

I hope, now it's clear what I mean..? And I just don't have a workaround or solution for this misery..! It's, at first, simply annoying to create a portal user with a Mailadress and later on have to create a Atlassian User with the same adress - this mixes it up completely..!

Awaiting for your replay, thanks in advance,

Gerhard

Syauqi · Answer

Hi Gerhard,

Just to better understand the request, could you elaborate more on what you meant by the following:

its not related to the company. Bad for measuring and searching

I belive you would like to know the differences between portal only customer and Atlassian Account user customer. Depending on the project permission settings, the Developer and Project owner can still access and contribute to the Service Desk request as Collaborator.

For portal only customer, they can only see the request through the Customer Portal:

While Agent and Collaborator can view the request via Jira issue below and collaborate with agent:

Here's the differences between portal only customer and Atlassian Account customer:

Feel free to have a read of this documentation: Manage Jira Service Desk customer accounts.

Hope this explains for both of your questions. However, if this is not what you are looking for, please do elaborate so that we could better understand your business case.

Cheers, Syauqi