user group for service desk customers?


I want to configure the sla in a service desk just for the issues a service desk customers has created. But the filter for membersOf(service-desk-customers) does not work.

Is it possible to handle sla just for these kind of issues so I can differ between the internal and external issues?

Note: I don't have created a service desk customers group by myself. I created a test-customer for my service-desk and this user is listed in a "Service Desk Customers" group (i think this group was created automatically). But I don't find this group in the filter options and also not in the global-group-settings. Do I have to create this group by myseld?

Thanks for some help!

Best regards,




I can't anser my own question or add an comment:


Hi Nic,

thanks for your reply. I just wanted to post the same solution.

My jql is

issuetype = Incident AND created >= startofday("+9h") AND created <= startofday("+16h") AND reporter not in (membersOf(jira-users))

Best regards,


1 answer

1 accepted

This widget could not be displayed.

Ah, it's not a real group, because the customers are not considered to be actual "users".  The only way to test for a user being a customer or not is to check if they are a proper user or not - i.e. "not a member of jira-users"

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted yesterday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

82 views 1 0
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