How are ServiceDesk Customers Identified?

ServiceDesk licensing only counts agents.  Thus, are all users deemed customers (which do not count towards licensing)?

There is no default customer user type, so will users suffice or should I breakout a customer type specific (with differing permission) to each project?

2 answers

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There are three types of user in play here:

  • A JIRA user - someone who logs into JIRA and has the full functionality of projects, fields, etc.
  • Service Desk Agent - a user who can work on Service Desk issues.
  • Customer - someone who can raise Service Desk issues and use the portal, but has no other access to JIRA.

Do not mix up users with customers.  A user counts towards your JIRA (Core) licence, a customer does not.  If you make your customers into users, you're going to need licences for them.

In a pure Service Desk install, there is a 1:1 relationship between Agents and JIRA users though.

How do you designate someone as a customer vs a user?  Under the Administration option of user management, I see JIRA administrators, developers, and service-desk agents.  I don't see an option for customers.

Under the Administration option of System, I see Project Roles and see "Service Desk Customers".  Within my Project, I see a People menu option for inviting customers.  How can I create a customer without having to invite via email?  By default it looks like my users are all listed so not sure why they even show up.

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