Jira Servicedesk: Customers view, not showing users with the 'jira servicedesk role'

[Alex (US - Major Issues - Problems - csi]

As an agent i want to see the open / closed tickets from my customer.

But, our customers are internal users and a lot of them (all IT users + 400)  have the 'Jira Servicedesk Role' .  Those users are not shown in the 'Customers Query' 

Can this query be changed?

Is there an other solution?

[Wolfgang Tasch]

Is there a possibiltiy to solve this in Jira Servicedesk?

We've the same problem, using Jira for internal users.

Customer group: 4.000 Users

Agent group: 100 users 

the users of the 100 agents are also members of the customer group

In the customer section, only 3.900 Users where shown.

best regard,

Wolfgang

[Dan W]

We are having the same problem.  Has anybody found a fix?

[Jason Gallo]

Did anyone ever get a definitive answer on this? We are experiencing the same issue, with repercussions of incoming emails sent from Agents not getting picked up, as they don't appear as customers.

[Alex (US - Major Issues - Problems - csi]

edit

[Alex (US - Major Issues - Problems - csi]

This are the permissions in the Servicedesk project: 

The customer permissions: 

[Moses Thomas]

@Alex (US - Major Issues - Problems - csiHmm This looks OK to  me  but after taking  a look  at  your previous images,   i see "crowd   directory",  i  think  this is the reason, 

In  my service desk  i  use Jira internal directory  and in  yours in  "crowd directory"

so  could be that  user is coming  from  there, this is why you  can 't find user

[Alex (US - Major Issues - Problems - csi]

Hi

This was the answer I received from our admin:

This is expected behaviour. Almost all Crowd users are part of the jira-users group. This group has both the Jira Service Desk Customer Role and Jira Service Desk Team role. It's the second role which is the cause of them not being shown as Jira Customer

As an example, I've removed the jira-users group (and added jira-customers) to the crowd user of OSN Support, this user is in Crowd but is shown in the Jira Customers View.

So, that's why I asked if we could change the 'customers' query :-)

[Moses Thomas]

@Alex (US - Major Issues - Problems - csiSo is  problem  solved ?

[Alex (US - Major Issues - Problems - csi]

well no, it is not resolved, as I can't change the query from 'customers'

and I can't remove the Jira Service Desk role from all 400 IT members, it isn't resolved.

[Moses Thomas]

@Alex (US - Major Issues - Problems - csiSo  are you  saying  that  after adding  Jira-customers  group  to  user  and user is in Crowd directory ,  then  user appears  in   Jira  Customers ?

[Alex (US - Major Issues - Problems - csi]

Our Jira-users group exists out or users with the roles

- Jira Service Desk Customers

- Jira Service Desk Team 

Those users from the group 'Jira Service Desk Team' are also internal users who could call the servicedesk for a personal issue.  At that moment that user is a Service Desk customer, but with the service desk Team role.

The users with the Jira Service Desk Team role are not found in the 'customers' view.

[Moses Thomas]

@Alex (US - Major Issues - Problems - csiPlease read over view on setting permissions  in  Jira SD.  https://confluence.atlassian.com/servicedeskserver/permissions-overview-939937277.html

Best!

[Alex (US - Major Issues - Problems - csi]

I don't see how this could help, it is not about the permissions in my opinion, but about the roles.

If I create my own filter I can see all users, but the default view as provided by Jira servicedesk in only showing the 'jira customers' not the 'jira agents' 

[Moses Thomas]

@Alex (US - Major Issues - Problems - csiThis documentation have all  you  need,  but let  me explain,   if you  are  a jira agent,  this is just the name of group, in  your case which  gives you  the Jira administrator/ Jira system  Admin rights  depending  on  what  you  have configured in  your global  permission,   if your  configure your  global  permission  for  both  the  "Jira customers "  and the "Jira agent" group  to have the "Browse Users" permission   they  should be  visible  in  the search  in  &"Users with this permission will also be able to see names of all users and groups in the system"

[Alex (US - Major Issues - Problems - csi]

If I search for the customer 'my name' I get 2 results.

(So the browse user permission is fine I suppose)

Both of them don't belong to any group: 

But the user I want to see is my 'real' user (not showing up in the search customers result)

Who is a member of different groups:

This is happening for all users with the 'service-desk-agent' rôle 

[Moses Thomas]

@Alex (US - Major Issues - Problems - csiCould  you  show me  your  global  permission  setting ?  Go  to  Service Desk Jira  admin  button  > System > Global  permission

[Alex (US - Major Issues - Problems - csi]

Hi, this is the global permission: 

Adding Anyone to the Browse Users permission is also not solving the issue: 

[Moses Thomas]

@Alex (US - Major Issues - Problems - csi

One more  thing,  Does  this  group  have  the  "Browse  permission" in   your JIRA Service desk project ?  Go  to project setting  and try  to  add  your self to  browse permission  in  service desk  project  for quick  check.

[Alex (US - Major Issues - Problems - csi]

Hi

I added me 

But with the same result.

Can you reproduce it by adding the service desk agent role to a user?

Can you find him in the results?

[Moses Thomas]

@Alex (US - Major Issues - Problems - csiNot here i  mean  in the  SD project  setting   under permission  scheme and  also  in the customer permission  setting i was hoping  that  there is some kind of set  there could you  check  this ?

I am  not able to  Verify this i am out of trial  license in  my  JIRA SD test instance.