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Cannot remove customers

Hi together,

in our Jira Service Management (Cloud) are customers that cannot be deleted. This happened after I switched the customer permissions to "Allow access to all accounts of"


I have tested it with a private address ( and I am not able to delete this account. I have still access to the portal with this address. Additionally there are addresses from Atlassian I never granted access. For all Jira User it is confusing, that in every user picker field these accounts are visible and choosable.

Remark: the customers are not visible in Project settings -> People, so I cannot delete them here:


Thank you in advance for your support.

Kind regards
Oliver Schnabel

1 answer

2 votes

Hello @Oliver Schnabel,

Thank you for reaching out to the Atlassian Community!

When a Service Management project is open to any account on the site, the customers and internal users can’t be removed from the customers’ list, unless the customer permission is changed to “Customers added by agents and admins”, but in case the permission is changed to “Anyone with an account” again, they will be back to the customers’ list on the project.

I see that you created a ticket with our support related to this and they mentioned that in order to completely delete a customer account or set it as inactive is Cog icon > User management > Jira Service Management. 

If you have any other questions regarding this matter, please let us know.

Kind regards,

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