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Best Practice for creating user to be both Customer and Collaborator or Agent

Teigen Leonard

I am looking for the best path for creating a user in Jira that will need to collaborate on a Kanban board while the project is being provisioned but then roll back to being "Customer" user type (CUT) in Jira Service Desk (JSD). During provisioning, the user still needs the ability to use the JSD portal though they were a "Customer" user type. Additionally, user information, requests, comments and data should persist after the user has been "rolled back" to "Customer" user type.

I am considering creating a user as a CUT then migrate them to a Jira agent to use the Kanban board. Once provisioning has wrapped up, I would then "deactivate" the agent so that all data persists and the user now can only act as a CUT. Is there a better way to go abou this?

Accepted answers

Olga Videc

Hello Teigen,

As far as I know, Kanban board is not part of JSD but part of Jira software. You can provide him with jira-software licence so he can work on board, and ad him to the service desk as a user.

This project you use for Kanban board is which type?

Ege Su Inan_2f8x0p

Hey,

For the kanban board, does the board has JIRA Software projects?

If yes, you need to add the user to the jira-users groupto use the jira software licence to see the issues.

If you don't add the customer as agent, they won't see the service desk projects in JIRA (but they can open issues as a customer)

Hope this helps.

Cheers,

Ege Su

All comments

Olga Videc

Hello Teigen,

As far as I know, Kanban board is not part of JSD but part of Jira software. You can provide him with jira-software licence so he can work on board, and ad him to the service desk as a user.

This project you use for Kanban board is which type?

Ege Su Inan_2f8x0p

Hey,

For the kanban board, does the board has JIRA Software projects?

If yes, you need to add the user to the jira-users groupto use the jira software licence to see the issues.

If you don't add the customer as agent, they won't see the service desk projects in JIRA (but they can open issues as a customer)

Hope this helps.

Cheers,

Ege Su

Teigen Leonard

Hi Red,

Thanks for the clarification. I wasn't aware an agent and a licensed user were different! The Kanban type is a Jira Software Project that a client will be involved with as a licensed user. After the project is finished we want the same user (and data generated while using the Service Desk project) to persist as a "Customer" user that can continue using the JSD without interruption.

Teigen Leonard

Hi Ege Su,

Thank you for the answer! So once the user is added as a licensed user AND as a portal customer, will their data and issues in the Service Desk be impacted once we deactivate their license?

Ege Su Inan_2f8x0p

No, they should see their tickets still.

But please keep in mind that issues have a 'Customer Request Type' otherwise they won't be able to see it.

Ali Haider_8lfp8r

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