Assistance required in setting up Customer Permissions correctly on Service Desks

[Kasturee]

Hi All

My company has JIRA Server V7.5.1 and Service Desk V3.8.2.  All our Head Office staff have JIRA licences but our Call Centre staff do not.  Some of our IT Teams have Service Desks where the Customers that needs to log requests are both Head Office Staff and Call Centre Staff. We do not have external Customers outside the Company logging requests.

What is the correct Customer Permission to select that allows both Head Office Staff and Call Centre Staff to log requests on Service Desks either via logging the request directly on the Service Desk or via sending an email if an email address is hooked up to the Service Desk?

Also what would your Global setting be for Public Sign-up in this scenario. Our JIRA accounts are linked to Active Directory which we use to log into JIRA.

[Susan Hauth _Jira Queen_]

Hi,

We have a similar situation.  For your service desks, just focus on the customers.  Add your staff into the Customers in the service desks, and then the default permissions (Customer portal access) will be correct for create, browse, etc.   Sending via email vs logging into the service centre is the same permission.

For Public Signup Global - Our setting is No, Customers must be added to the project.

Hope that helps

Susan

[Kasturee]

Thanks Susan.

Do you then select Customer Permissions "Customers who are added to project"?

Can one use your above suggestion but set the Customer permission to "Customers who have an account on this  Jira site" so that you cover all your JIRA licenced users plus add users without JIRA licence as Customers?

 I am also confused with the Customer Page on the Service Desk where you are able to add Customers  vs the Service Desk Customer role where you can add Customers?

[Jack Brickey]

@Kasturee , I am on cloud so some things vary from server. As Susan indicated, for JSD you want to add all individuals that can report issues as Customers and you only want to give users that work the issues access to the application as Agents. One caveat is that you elect to define some or all of your JSW users to be collaborators (browse/comment permissions) on JSD projects. 

I was looking at the documentation for the server here and it does seem to me that using the "Customers who have an account on this Jira site" would basically ensure that any JSW user would have the ability to report an issue as a customer so if your goal is to ensure all current users defined in your instance are customers that would be the way to go.

Let me know if I'm not answering your question.

[Kasturee]

From the testing that I did with a user that does not have a JIRA licence. I added the user as a Customer on the Customer Page, and I set the Customer Permission on the Service Desk to "Customers who have an account on this Jira site", the user was able to log a request on the Service Desk. but a request was not  created when the user emailed the Service Desk (I have an email linked to the Service Desk).

[Susan Hauth _Jira Queen_]

Hi kasturee,

I would go to the Settings - Product - Jira Service Desk - Email requests.  THere is a log there.  You might be able to figure out where it went wrong.

Susan

[Kasturee]

Thanks All for the feedback. Managed to get it working the way I want