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Customers do not appear in the role of "service desk customer"


in my portal I allow customers to create their own account. If a customer has created an account, it appears under "Channels & People"> "Customers".
The account created by the customer can also be found under "User management"> "Products"> "Jira Service Management"> "Portal customers".

So far, so good.

Why can't I find the account under "Project settings"> "People" with the role of "Service Desk Customers" ??? I've created several test accounts and it is always the same. Shouldn't accounts created by the customer appear under "people" with the role "Service Desk Customers"?

Kind regards,


P.S.: If I add a customer manually via "add customers" under "customers", then this customer appears under "settings"> "people".
The customer I added in this way still appears under "Portal Customers" ...

1 answer

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Answer accepted

Hello @Ben Kampen,

Thank you for reaching out to the Atlassian Community!

On Jira Service Management, when a customer is manually added by an admin or agent, they will show under Project > Channels & People > Customers and also Project settings > People.

If a customer creates their own account through the portal or via email, they will only show under Project > Channels & People > Customers.

With this said, what you are seeing is expected.

Wherever you add a customer, they will show on both menus. If a customer creates their own account, it will show only under “Customers”.

There is no difference between them, they will have the same permission to access the portal, create tickets, add comments, and so on.

There is a feature request suggesting improvements for that:

Please, click on vote and also watch the ticket above to receive updates from our product managers.

Regarding the User management > Jira Service Management, that's the list with all customers, despite the method the account was created and only site administrators have access to that.

Kind regards,

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