External Customer issues in JSM

[Gaia Sargent]

We have a service desk in our JSM instance that is used to service requests both internally and externally. We have a process of adding external customers into this service desk with portal only accounts and then adding them as request participants. Here is where the issues come in.

First issue is that the addition of customers is significantly delayed. It has taken hours and sometimes days for a new customer to show up on our customer list.

Second issue is that multiple external customers have generalized emails that start with the same prefix ("info@" or "admin@) and when trying to add them as a request participant, our service desk team only sees the prefix and not the entire email, so they are unsure which email to add. See screenshot:

Any insight/guidance would be appreciated in how to fix these issues. The second issue is a higher priority for our organization than the first.

[Dan Breyen · Accepted solution]

Hi @Gaia Sargent this might not be a completely perfect solution, but maybe it would help. If many of these accounts are 'Portal Only customers' that are having this issue, you should be able to rename them to add some information to their name.  If instead of "Info" it says "Info Company A" would that work?  If you're logged in as an Admin, you should be able to login to Atlassian Administrator, and navigate to the 'Products' tab, click on the 'Site' under 'Sites and Products' and then you should have a 'Jira Service Management' section with your 'Portal-only Customers'.  Then you should be able to edit the full name of each portal-only customer and modify it.  That's at least something that I quickly thought of.

I'm not sure of a solution for the significantly delayed user creation.  There is an active incident with JSM being slow.  You can see the status of the Cloud apps by checking out Atlassian's status page.  Does it matter who is creating the account, what browser is being used, or anything else that may be specific.  You may need to ask Atlassian Support for more assistance with that part.

Hope that helps.

[Gaia Sargent]

@Dan Breyen thank you so so much for that suggestion! That solution will work perfectly for our team :) I'll have to work in a daily task to update new customer names.

Regarding the creation delay, this has gone on for a number of weeks now, outside of the current incident with JSM. I believe the team started noticing delays around the end of December last year, but they were minute. As time has gone on, the delay has gotten longer. According to our service desk team, who has members worldwide, they have not been able to discern a pattern as to what could be the cause. Multiple members from different locations are reporting delays after adding customers, but despite being based around the world we are all using Microsoft Edge per company policy. I have never seen any issues with Atlassian products run in Edge until now. Not sure if that's very helpful but that's all we know.

[Andy Heinzer]

Hi @Gaia Sargent 

Sorry to hear about the problems here in regards to adding these customers to your site.   I created a support ticket on your behalf over in https://getsupport.atlassian.com/servicedesk/customer/portal/23/JST-1099247

I think it would be best if someone from our JSM support team could take a closer look at your cloud environment to better understand what might be causing the performance problem here.

Andy

[Gaia Sargent]

Thank you @Andy Heinzer :) I will take a look shortly. I appreciate your assistance!