Jira Service Desk Customers

We got 2 problems related to customer management in Jira Service Desk.

We have Jira Service Desk in which 4 Service Desk projects.

The weird thing is that all 4 Service Desk projects have our internal users (which can be found under System - User management) are listed under 'Customers' within 4 Service Desk projects.

The question: is it normal? and how to remove our internal users from being listed under 'Customers'.

The second problem is that customers are not added to Jira Service Desk 'Service Desk Customers' role automatically.

The question is: is it a bug? I read that they should be added to Service Desk customers role automatically as soon as you invite a customer.

I hope that someone will be able to shed some light.

Thanks.

1 answer

0 votes
Jack Brickey Community Champion Oct 19, 2016

Tamara,

User are added as customers in a few ways:

  1. if they are invited AND they act on the invitation by following the invitation link and create a password
  2. the admin adds them directly and sets up a pwd
  3. you configure where anyone can signup for a customer account via email under Customer Permissions for the project in question

I think the article below in the documentation will explain things for you. If you set up #3 then customer are automatically added which may be what you are experiencing. https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html

 

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,755 views 11 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot