Customer Invitation Process
Can anyone shed some light on the process of inviting an external customer to a project for me please?
We have a customer notification configured, but it appears that when we attempt to add a new customer (selecting the Service Desk Customer role upon initiation of the invite) to a project...
a.) It is our expectation that since it is only the customer role we are selecting, they will be a nonbillable customer (what we would consider an external customer only), not a licensed agent within either JSM and/or Atlassian.
b.) It is also out understanding and expectation that the designated customer notification would be sent to them upon initiation of this invitation.
However, it appears as though the customer does not receive the invitation configured in customer notifications. Instead, they receive an invitation to join Atlassian (picture below)...which appears to result in creating a user profile for them in Atlassian Admin User Management. Although when you look at the details of the user profile created, it does still appear to be a non-licensed/non-billable customer profile, it did not use to do this (to the best of my knowledge).
Does anyone know if this is something new. We have not applied any upgrades recently to facilitate this change, but maybe something was pushed out to all?
Sorry to be so long winded. We just want to make sure we're still following the proper process and are not inadvertently increasing our license counts.
Thank you for any insight/assistance!
1 answer
1 accepted
When you add new customers from within People and adding them to the Service Desk Customer role it will use the internal notification that you included above, not the customer notification. The correct way to add external customers so that the customer notification is sent instead is to go to Directory and then click Add customers.
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