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

1 vote

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"

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