When adding customer to service desk it's also added to Confluence

Adding a customer to a service desk does a few things wrong in our case:

  1. User is added to Confluence, affecting it's license (Confluence is using JIRA for users)
  2. An invite is sent to the customer to join Bitbucket. I have no idea why or where to disable this - we do use the DVCS plugin, but that's not for customers.

Before I attempt bulk imports, I'd like to know we're not sending out invites we shouldn't or locking ourselves out of Confluence. We're using ServiceDesk 2.0 in a trial setup.

3 answers

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Hi,

The first bullet probably has to do with your Confluence configuration (and your JIRA configuration). A customer is added to a group in JIRA, which you can configure as a Service Desk Administrator. When this group also has Can Use permission in Confluence, the user is counted towards the license.

I am not familiar with the DVCS plugin, but it will probably send mail to new users or users in a certain group, so make sure that Service Desk customers are not in that group.

Regards,

Geert

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Hi Geert,

thanks you for answering.

This is likely the root cause. I only have a group service-desk-agents. No "service-desk-customers" or something to that effect. Is this an error during install?

I also don't see an obvious way to configure where service desk customers should end up in. The global configuration for Service Desk is rather terse and only contains three boolean options.

 

Hi Melvyn, Can you lookup a customer user in the user management section and see if it belongs to any groups? In both JIRA en Confluence? Maybe the groups are automatically added when the user is registered in the JIRA directory. In any case, Confluence recognizes the user a someone with the Can Use permission, otherwise the user would not be able to login to Confluence and count towards the license. Geert

Hello Geert, I just created a new user. The user is visible within Confluence, but currently not affecting the license. Within Jira there are no groups assigned. I'm gonna let this run overnight to see if any scheduled tasks or reindexes change this. I have no explanation why there were groups assigned to the other user we created. If it doesn't happen again, I won't dread the past. :)

However, I did get an invite to Bitbucket. Shall I create a support ticket for this?

That is probably the best, I do not know anything about that. Good luck!

I am experiencing the same problem - have you found a solution for this?

Not yet. So far we've been able to work around it by killing off old confluence users. I am however closer to the cause: - On initial account creation of the servicedesk user, everything seems correct - Once indexation has run during the night, Confluence starts to complain. - The user in question does NOT have any confluence related groups assigned to her. I suspect the cause to be related to the jira shared directory.

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Hi Melvyn,

 

There is a bug tracking the behavior of sending a bitbucket invite to Service Desk users here: https://jira.atlassian.com/browse/JSD-870

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