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Jira Service Desk missing customer management

Following this guide: https://community.atlassian.com/t5/Jira-Service-Management/How-do-you-edit-a-customer-s-name-or-email/qaq-p/971428

For me there is on step 4 the "Jira Service Desk" option completely missing. I cannot manage any customers. This option does not exist for me (main admin account).

1 answer

1 vote
Jack Brickey Community Leader May 03, 2022

Hi @Candera ,

that link is covering the server version of Jira service management and is also dated.

what exactly are you attempting to do?

If you are simply wanting to manage your customers you can click in the Customers  link on the side bar of your project. In that screen you can add customers and organizations. From within an organization under that screen you can again add customers to that specific organization.

Jack Brickey Community Leader May 03, 2022

If you're trying to edit the customers name do you want to do that under settings > user management > Jira service management.

Hi @Jack Brickey ,

the Customers link in the project shows me a list of customers but I can't edit them. When I hover one and click "View Profile" I get the message "We landed here for a user that does not exist.", but all those users exist.

I want to edit customer names. When I go to Settings > User Management I only have Users, Groups, Managed Accounts but the "Jira Service Management" link is completely missing.

Jack Brickey Community Leader May 04, 2022

Correct you cannot edit customers under Customers view in a project.

can you check this...

  • click n the product selector in top left corner
  • select administration 
  • select Manage users for your organization 

in the resulting screen side bar do you see Jira Service Management?

No, in this screen I don't see that.

I see only the service desk staff users.

Jack Brickey Community Leader May 04, 2022

I expect this is a permissions issue. Are you the org admin?

Yes. With this account the service desk was created.

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