People within a project

[Pete Piro]

Hello,

I'm trying to understand People are added/removed to/from a project and how they are assigned to groups. 

I've got a service project where some have been added via

Project settings>People>Add people,

others via Invite Team and,

some still, via Customers>Add customers or Customers>' Organization '>Add customers

Interestingly, I cannot delete customers that are not part of an organization.

This whole setup is very confusing. So anything you can suggest will be greatly appreciated. I'm the project lead and do have permission to change project settings.

Pete

[BK Paton]

Hey Petr, 

I agree this is all very confusing. This is something we have set out to fix. 

In the interim let me try and bring some clarity.

• There are two types of users accounts within JSM.
  • Atlassian Accounts, which are typically used for Agents, but can also be used for Internal Customers (e.g. people within your organisation)
  • Portal-only Accounts, which are restricted Customers designed for people External to your organisation who will only ever be able to access the Help Centre
• Both account types are associated with the entire site, and never specific projects.
• Permissions are used to determine which Agents / Customers are able to interact with a given project/portal.
  • Projects with open permissions will present all Customers in the site
  • Projects with closed permissions will only present the Customers directly added to the project
• The People page is designed for managing which Agents work on a project, and which Internal Customers can interact with the given portal (this can be managed as individuals or groups)
  • Portal-only Accounts or External Customer accounts cannot be managed in this interface
• The Customers page is designed for managing which External Customers can interact with the given portal (this can be managed as individuals or organisations)
  • Atlassian Accounts or Internal Customers will appear in this interface and can be added to organisation. But cannot be removed if controlled by the People page.
  • "Deleting" customers from this page will not delete them, but rather remove their permissions for that project.
• The Jira Service Management page in User Management allows for managing Portal-only Accounts / External Customers across the whole site (this includes actually deleting them).

Please let me know if this makes sense and/or helps. We will be seeking to distill this into the product over the next 12m.

Cheers,

Ben.

[Kathy Hart]

Hi Petr, 

Jira Service Management can be very confusing to set up as it is similar to and yet different from Jira, and a lot of changes have been made recently as it transitioned from Jira Service Desk to Jira Service Management.. 

Your best bet might be to start here: JSM Getting Started Guide 

That said, the people you add via People>Add People should only be people in your organization who will work as ticket processing agents or as collaborative Jira users who will help resolve issues or answer questions the agents cannot resolve.

Customers are the people who would put in the tickets with questions or to receive help. 

1. In our organization with have 2 public facing JSM projects, so the Agents are our employees, and the Customers are external people who need to interact with us. 
2. We also have an IT JSM instance, so our employees can interact with our IT department to get assistance with computer issues etc. In this case the members of the IT Department are the Agents, and the rest of the employees are Customers.

You must have a JSM License for everyone who is designated as an Agent.

Customers, are free.   

 I don't know which scenario you are dealing with, or perhaps both. You do not add customers in the same way you add Jira users. Also, there are other considerations if you also use Jira and have licensed users in Jira that are not JSM agents. 

Good luck. 

[ckhong]

Pete,

If you need to remove a customer you have added. Go to your site setting (the gear icon on the top right corner), then select User Management and then Jira Service Management. You should be able to see all your Portal customers there and delete them.

Hope that helps!