Im trying to add a customer to a group

[Amanda Gray]

Ive created a Approvers group which is to be made up of licenced and non-licenced customers.  Im trying to add a non-licenced customer to the group and they are not coming up in the drop down of options of people to add to the group.
I have checked their customer status and it says "Active".

Why might they not be coming up as someone i can add?

[Kieren _SmolSoftware_]

Hi @Amanda Gray 

By “group”, do you mean you’re going into admin.Atlassian.com and the Groups menu to add users into the Approvers group?

And you can see the non-licensed users in the Users list on admin.Atlassian.com?

I’m just double checking that I understand how you’re attempting to add users to the group.

[Amanda Gray]

Yes that is where im attempted to add this person to the Approvers Group.
When I look at users from admin.Atlassian.com this particular person doesnt appear.
However they do appear in the Customer list in the project.

[Kieren _SmolSoftware_]

Ahh ok, I understand.

Customers and Users are different types of accounts. Customer Accounts within JSM cannot be added to groups.

A way around this is to add or invite your customers to JSM as actual users, with the customer role.

1. Go to admin.atlassian.com, click on the Products menu, then on your site name, than on 'Portal Only Cusotmers'

2. From here, you can search for your customer accounts that you need to be approvers, and press 'Migrate to Atlassian Account' to convert them to users.

3. The new User will be added to JSM as a customer role, and be visible in your user list. They can now be added to your group.

Notes

a) This won't consume any JSM licenses, the user will still be a 'customer' as far as JSM is concerned.

b) I'm not sure if/how the customer's old JSM tickets are moved to their new Atlassian Account. Best to test this on someone first.

c) This will change the way the customer logs into your JSM portal. They will no longer use the email/password they originally were to login. They'll instead use their existing Atlassian Account (if they already had one with that email address) or they'll be setup with a new Atlassian Account and will receive an email asking them to login and setup their username/password. Or if their email domain is claimed, they could be using SSO to login to their Atlassian Account.

It's worth thinking about what you expect the user to do if they're selected as an approver of a ticket... Do you expect them to log into JSM and move the ticket to 'approved'? That would mean they need to be a JSM Agent (which will affect your billing). There might be an alternative to adding the customer to a group, which will get you the same outcome?

Hope that helps,

-Kieren

Co-Founder @ Admin Automations | Ex-Atlassian

[Amanda Gray]

Thank you for all the information, it is very helpful.  

Im not sure the best way to go about it.
The approver group is to be made up of mostly people that dont use Jira at all but need to approve a form that is submitted through the online portal.
Them approving the form is a step in the workflow and depending who the reporter selects as the team leader depends who the approver is.
Ideally I want them to receive an email when they need to approve something and then click a button to approve or reject.

[Kieren _SmolSoftware_]

If you’re happy to pay for the extra licenses for approvers, then make the approvers JSM agents, that’s certainly the simplest way. Then they can approve the ticket via JSM, they can get email notifications, you can use automations for a bunch of stuff too.

Your options are very limited if you don’t want to make them agents, maybe consider a process outside Jira? Where someone manually emails the approver, or you use a different system to get the approval?

[Amanda Gray]

Ive made them as agents, is this meant to be a group option? Ive added them as per below but when they click the view request button on the email they receive it says access denied.
What am i missing? @Kieren _SmolSoftware_ 

[Kieren _SmolSoftware_]

These users cannot be both Customers and Agents. Remove the JSM Customer toggle and see if that works?

[Amanda Gray]

Unfortunately still not working

[Kieren _SmolSoftware_]

I can help further, but might need more information on your JSM project settings. Would you mind emailing me at kieren@smolsoftware.com ?