I'm testing Jira Service Desk!
So I have created a "project" with some prefilled data which is fine so far.
To test customer communication I have created an additional customer using my own email account to be independent of my company account.
And I enabled the customer to send requests to the project per mail.
On testing this feature
I have expected that a customer can use both, send issue requests per mail or create it via the portal account.
Why doesn't it work that way?
Thank's & regards
I added a "customer" to the project.
the customer got an email with a link to "Join" which links him to Jira Service Desk to set up his account.
When try to login to Jira Service Desk it works but can't see anything.
Sending requests to the project, receiving responses (comments), responding and also use the link "view request" in the response works fine.
And when he is in "Help center" can see the issue and put in a comment.
I expected that he can do this also when he logs in as the customer user.
That's what I thought.
Customers are not Jira users. They can create requests, respond, update etc, but they only get request access.
The underlying Jira issues are only for Jira users, not customers. You'll need to add the customer as a Jira user to start with (consuming a licence)
So my expectation was wrong that the customer can login, enter requests, lists his existing requests etc.
He only can send requests via email and always has to use the link sent with the mails to get in or again respond per mail right?
What I'm talking about are "external" (real) customers we want to support using Jira Service Desk while our development is also using Jira for project management.
Is that still the right way?
No. A customer can login, enter requests, list requests, email, use the portal to update requests, including closing them if they're no longer valid (and the workflow allows it for them)
They can not get to the issue behind the request. A request is not an issue, it's an interface on to an issue.
It is probably because project permission scheme. Please check if customer role is added to it and that actually the customer is in that role. Please check this dock for more information - https://confluence.atlassian.com/adminjiraserver071/customizing-jira-service-desk-permissions-802592459.html
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