Cleaning up Portal Customers

[Yatish Madhav]

Hi there

What is the effective way or method of checking and cleaning up Portal Customers? If there is a suggested / 'best practice' in doing so?

I.e. Going to Admin > Products > Jira Service Management - the list of Portal customers shows up. We currently have about 10 pages of them - around 200. 

Majority of them show as active but 'Never logged in'.

I checked the Issue Navigator and searched where reporter="<email from the customer list>" but lots show no issues - so not sure if this is a valid way of cleaning this list. 

(Also what is confusing is some of these show up in user list fields and confuses us with users that are customer portal and Jira users)

Please advise?

Thank you
Yatish

[Angélica Luz]

Hello @Yatish Madhav,

Thank you for reaching out to Community!

When it comes to customer management, there are not many options. 

Customers are visible on User management > Jira Service Management and directly in the project. Customers that never logged in mean that they didn’t use the portal, but they can be actively creating tickets via email and replying to notifications. 

Currently, the best option would be to use both options. On the Customers’ page in the project, it’s possible to see the number of opened/closed tickets. For customers that never created a ticket, you can then check on the User management > Jira Service Management if they are actively using the portal (for example, they never created a ticket, but they are participants on some tickets).

I checked the Issue Navigator and searched where reporter="<email from the customer list>" but lots show no issues - so not sure if this is a valid way of cleaning this list. 

Yes, it’s valid. Using the issue navigator you can filter everything the customer created for any project. You can also use "Request participants" = "email@domain.com" to confirm if they are a participant on some tickets.

Regarding customers appearing on User Picker fields, currently, it’s not possible to configure that. If it’s a User Picker (single user), it's possible to add a "User filtering", but in this case, it’s just for company-managed projects. 

There are feature requests suggesting improvements for that:

• Customers shouldn't be suggested on User Picker custom fields on non-Jira Service Management projects
• When adding watchers, the user-picker dialog should only show users who have access to the project.
• Limit User Picker to members of certain groups/roles in System Fields
• Users shouldn't be suggested on the watcher list if they don't have the 'Browse Project' permission
• Don't show users (or Portal Only Customer) who doesn't have Jira application access to appear on reporters and project roles list

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica