Sergei Gridnevskii Rising Star

I got it. It is invisible on request portal screen unless I select customer in Raise this request on behalf of* field. However after that I can only select Organization in which the customer is in. I cannot select other organization.

@Fabien Potiquet yes, you are right. If this is true (Jira shows all who can view service desk tickets in Customer's list) then this is not intuitive and should be described in documentation. But at least I know now how to control who is in the list and who is not.

After a couple of experiments I think I got the answer. If your customer has a jira license and you cannot delete him - this means that he has one of permissions in Permissions scheme for this project. It may be browse project or create issues - no matter what, if he can do something with service desk ticket - he will be…

I'm 90% sure user picker list is filtered on server side by checking if current user is able to share the issue with specific people. For Service Desk it may be service agent for this project or another customer in same organization. So the most cost effective solution would be to add people that need to be selectable in…

This setting is important but not enough. You should also add users you need to be selected to same organization as the user that requests the service. Or add them to service desk agents (but this may require a license purchase). I think this mess is all about security - to not allow outsiders see who is in the company.…

So the answer is: you cannot remove a Jira user from list of customers for a specific project if he has Service Desk Team role in any other Jira project. It is a known issue.

I found the reason why people are shown as customers even they do not have any role in the project. It is just another bug of Atlassian. And it is the following: If user has a role of Service Desk Team (even indirectly, e.g. through group membership) in any Jira project, he will be shown as customer in all Jira Service…

You see no one in People and 6+ in Customers. No organization.

 

1. It works if customer needs to have access only to one Service Desk project, but we have a dozen. 2. No one is in People for this project. 3. I removed Create issue permission for most Customers, but they are still listed on Customers page of the project and can view Request creation form (however when they click Create…

@Gancho Stoykov could you please give more details? I removed several users from Create permission for the project but they are still in Customers list.

This did not help to remove jira users from customers, but at least these users are not able to create new service desk requests using portal. Still one has to fill the form and click Submit before he gets a message that he cannot create. I would prefer that the message is showed instead of the form as long as customer…

It is restricted to customers and customers are licensed Jira Software users. They are not part of any organization. I found a solution two pages below that I need to edit permission scheme for the project and remove several groups from Create permission. I will try to do that now.

Does not work for me - I have many jira users in Customers list, but they are not listed in People. Also I cannot remove them from Jira because they are involved in many projects. Is there a way to remove people from customers without deleting their profiles?

Script Runner is not available on cloud. The best solution I think is to create a separate project and add this issuetype. Then you can configure permission to create issue. This way is advised by Jira architectors. It is not a good idea to first show creation screen, let user fill everything, press Create and then get…

Nope, 1 does not work, it says No project could be found with key 'PROJECT_KEY'. (I replaced site_url and PROJECT_KEY with appropriate values). If I know the project key, what's the point to hide it? OK, for cloud this can make sense, but for local Jira any admin can go to database and find out all project keys easily. Or…

By the way if atlassian guys care about private data, they do it the wrong way because I can easily impersonate as my colleague and read any private data I want. They think they solved the issue by hiding the project from site administrators, but in fact they left a detour that turns all of their efforts into nothing.

Hi Matt, Your solution is partial - you will not be able to log in as the owner if the owner was terminated, e.g. cancelled in AD. Solution of Thomas is better, however one needs to know other guys that are subscribed. I guess this issue is another gap in Jira that will never be filled due to large backlog of developers.

Thanks, Jack, I found the root cause. Jira Service Desk keeps its own list of users who are called "Agents". It has nothing to do with main list of Jira users and practically speaking a situation when user exists in both lists is not impossible. I found the user in both lists and removed him, then I created a new Agent in…

I cannot add a Failed or Cancelled or Rejected status to an issue. So what's the point for Jira then?

That's how it works in Atlassian world - Jira makes silly limitations and here you are - lots of apps in marketplace that give you what you expect to be in basic functionality. Forgetting to mention that the app will cost you dozens of dollars per user per month.

Actually this is a good idea if there are many transitions to the state and you need to apply same function to all of them. With post functions you need to copy them to all affected transitions.