All accounts created being added as a customer to one service desk

[Steve Cook]

Hi,

I'm trying to solve a mystery with a service desk that somebody else set up. We have a lot of services desk in our installation with different customers, for some reason whenever a user makes a new account it automatically gets added to this one service desk customer list.

Does anyone know where this would be configured, spent some time looking in the project itself but I could not find anything related. the permissions are set so only people added can access the portal yet every new person is getting added and can see this portal.

Thanks

[Steve Cook · Accepted solution]

Sorry all, found the issue was related to a very bad project permissions scheme that somehow was assigned to the project. allowing the service desk portal customer too much access which must have run somehow automated rule for new accounts to be added to this project customers.

[Jack Brickey]

thanks for letting us know Lee. I would recommend you provide a bit more detail in this specific thread and then "Accept" your own answer so that others might benefit in the future.

[Ismael Jimoh]

Thanks for letting me know this.

[Jack Brickey]

Where do the customers appear in the suspect project? Are they showing at the root Customer level or in an Organization associated to the project? How are customers being added, self-signup or invite?

[Steve Cook]

Root customer level. Created in Jira. The project in particular doesn't have an organisation.

I believe it used to happen when self-signup was allowed but now they are created in jira and invited which still causes issues.

[Jack Brickey]

I recall seeing another member reporting something similar and will try to find this and reference. In the meantime I would recommend investigating any automations you might have especially any associated with addons.

[Jack Brickey]

When you say they are created in Jira can you explain how they are being added? Generally speaking a customer should be added at the project > customers screen. I’m guessing you are adding in Jira settings > user management level?

[Ismael Jimoh]

Hi @Steve Cook,

You can fix this by restricting how customers are added but this means your Service Desk project admin has to decide who is a customer for each project.

Do the following:

1. Go to project settings (need to be project admin).
2. Select customer permissions.
3. Change the option who can raise request to "Customer who are added to the project" as shown in the image below:
   
4. Save the changes.

Now when users create accounts, they would not be able to see projects they have not been added as customers to. (The above would need to be done on each project and you would need to manually add customers once the change is made unless the customer has already created an issue in the project.)

Hope it helps.

[Steve Cook]

Hi Ismael,

Thanks for the reply they are the settings that are already applied, these settings work perfectly for all our other service desks however for some reason every new account that created it is automatically added into the group of customers for this project. 

Even with the settings you suggested they can see the service desk because they are in the group of customers somehow.

[Ismael Jimoh]

Hi @Steve Cook

Please can you check if your customers are added to any specific group? If yes, can you check if this group is added to the Service Desk Customer role in: <affected project>/users and roles page?

This is the only other thing that springs to my mind.

Let me know this please.

[Steve Cook]

No not at all. for example I created a test account earlier to test it, I have done nothing to this account other than create the account then logged in with the credentials and it can see this project.

Thanks for taking a look anyway.

[Ismael Jimoh]

Missed one more place to check sorry.

• Go to {{Admin > Applications > Service Desk > Configurations page}}.
• Make sure the option under Public Sign-up is set to No Admin must add customers.
  

This should ensure that public sign-up is prohibited entirely.

[Steve Cook]

Just tested it and it still happens on accounts created on jira by an admin. I reverted the change as we need to allow that setting as we do have a generic support that some users will need to see.