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A Service Desk Team member thrown into Customers

We have 4 employees on Service Desk Team. Three of these are Service Desk Agents.

The fourth employee who is not a Service Desk Agent, is listed among the Customers.

Is there any way to avoid this, without making him a Service Desk Agent?

2 answers

0 votes
Daniel Ebers Community Leader Dec 16, 2020

Hi Sverre,

in a similar scenario I saw that the user will become customer as the user does not have application access to "Jira Service Management" (but, instead, for example to Jira Software).

As far as I know no option to remove them from customers - as they could potentially act as a customer thus they are not acting as an agent.


0 votes
Guillaume Atlassian Team Dec 21, 2020

Hi Sverre Moe,

Thanks so much for your question.

If you believe that the 4th member of your team should not have a role of “Agent” or “Customer” then you can create a new role that is more suitable.

You can add and edit roles by going to Admin settings => System => Project roles

Simply add a new role and then apply this role to your team member.

Thank you,

Jira Service Management

ps. if this answer is correct, please select the ‘accept answer’ button

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