Active customers are not shown on the "People and Access" page

[Francesco Lucci]

I have a list of users, grouped by organization on a JSM project. These users are active and have certain requests active. Only some of these users are visible on the "People and Access" page.

Why?

Shouldn't they be synchronized by automatically associating the "Service Desk Customer" role?

[Aaron Williams]

Hey @Francesco Lucci 

If the users are in an organisation that is linked to the service desk, they will already be customers. 

They do not need to be added to the "People & Access" section too. 

Thanks

Aaron. 

[Francesco Lucci]

Hi Aron, 

Thanks for your reply, but I know they’re already customers as they’ve sent requests. However, I need them to take on the Service Desk customer role to consent to visibility for my security issue level. 

Furthermore, on the “People and access” page, I can easily remove any incorrect invitations.

Thanks.

F.

[Aaron Williams]

I thought issue level security was for back end use? I.e setting which team members could see specific issues based on a security group of some kind. A customer wouldn't come into that. 

If you prefer the ease of "People & Access" I would suggest adding all the customers from the Org, into that section and removing the Org. That way you are only managing users in one way and simplifying it for yourself. 

Thanks

Aaron. 

[Francesco Lucci]

Unfortunately, the security level issue affects both users.

My primary objective is to segregate agents within the project based on security levels, while also allowing customers to share requests with everyone in their organisation.

As a result, I cannot remove organisations. Furthermore, I want to leave the management of adding customers to organisations to the service desk team members who are not project administrators, as they do not have access to the people and access page.

[Aaron Williams]

@Francesco Lucci is this to restrict what Request types customers can see? This is the only use I can think of for setting security levels for customers. 

As typically customers can only see their own issues or ones the have been added as a request participant. The advantage of Orgs is that sharing is easier as standard. 

Thanks. 

Aaron. 

[Francesco Lucci]

No, I use the security level to segregate groups of agents. By applying the security level, the behaviour you describe disappears once security is increased. In the security level, I grant access to the reporter and customer service desk role (in addition to assigning the roles of assignee, admin, and a specific agent group). Therefore, if an organisation’s customers don’t acquire that role, they won’t see tickets opened by colleagues.

[Aaron Williams]

I think I may be missing the point of all this then. 

Are you trying to ensure all customers (Org or otherwise) can see all tickets raised to the desk? 

[Francesco Lucci]

Hi @Aaron Williams , Yes, I am. I'm trying to make all customers of a project, members of an organization, see all the tickets they open and share with their organization, even though we have security levels that prevent some agents from not seeing these tickets.
Below are my security level permissions. The only entry that requires explanation is "Group custom filed," which calls a custom field that I populate to indicate the groups allowed to see that ticket.

 

[Aaron Williams]

Does your company use managed accounts? As you can creat a catch all organisation that adds users based on their email domain, but it'll only work if they all use one domain. 

The issue you currently have is that assigning the service-desk-customers to the issue level security is essentially wiping out the org.