Unable to select Customer as Stakeholders on Service

[Benjamin Sørensen]

Hi,

We're trying to set up some services with stakeholders to automate alerting during incidents.
When selecting stakeholders, it seems we can only choose stakeholders among agents in our Service Project, and not customers.

Our customers are all internal internal customers.

Anyone else had this issue?

Thanks!

[Joseph Chung Yin · Accepted solution]

@Benjamin Sørensen -

In JSM, customers are not the same as agents.  Agents are users with actual JSM licenses in your env and have the ability to process the issues.

Can you provide a bit more details on what you want to do with notifications (alerts) to customers?  So we may advise you further.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Benjamin Sørensen]

Hi @Joseph Chung Yin

Thanks for your reply!

What we wish to do is add customers as stakeholders under a service:

However, only agents of the JSM project appear in the search.

[Joseph Chung Yin]

@Benjamin Sørensen -

Hi Ben:

It seems that it has to with your Opsgenie users setup.  Are the stakeholders (non-agent) all setup with his/her Opsgenie account?

https://support.atlassian.com/opsgenie/docs/get-started-with-opsgenie-as-a-stakeholder/

Please advise.

Best, Joseph

[Benjamin Sørensen]

Hi @Joseph Chung Yin ,

No, the users aren't set up in Opsgenie. We only have them set up as Customers in the JSM project.

Would the stakeholders need to have Opsgenie accounts created for them? And if so, would there be any additional license cost to these accounts?

[Joseph Chung Yin]

@Benjamin Sørensen -

I am not an expert with OpsGenie, but I believe it is needed.  I would recommend you to reach out to Atlassian Support (https://support.atlassian.com) for further assistance on your follow-up questions.

Sorry.

Best, Joseph

[Benjamin Sørensen]

@Joseph Chung Yin

All good, thank you so much for your time and replies.

Cheers!