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?

Thanks.

[Tomislav Tobijas]

Hi @Francesco Lucci ,

From my experience, this is a bit tricky and confusing part.

To clarify—these two locations are not 'synced'.

• Customers added via the Customers tab or grouped in Organizations are NOT shown in the "People and Access" page. That page lists users with explicit project roles (like agents, admins, or collaborators), not portal-only customers
• Only if a customer is manually added to the project’s "People" (with a project role) will they appear there, but this is not required or recommended for portal-only customers

Now, there's a feature request to unify these two: JSDCLOUD-9228: Have only one place to manage the Customers in Jira Service Desk. 👀

As for a recommended way, it would probably be to manage customers via organizations (so, "Customers" tab). If you add customers to organizations, you do not need to add them to the "People" page or assign them the "Service Desk Customer" role. 👈

Fyi, I'm just going to move this to JSM app group.

Cheers,
Tobi

[Francesco Lucci]

Hi @Tomislav Tobijas ,

thanks for you answer. 

You confirmed my fears about syncing, although there are exceptions, as you can see in the following article (retrieved from one of the comments in the ticket you shared with me, so thanks): https://confluence.atlassian.com/jirakb/differences-between-the-service-desk-customers-in-the-people-tab-and-in-the-customers-section-1319567856.html 

PS. I tried moving the question to JSM, but to no avail. So I opened an identical one: https://community.atlassian.com/forums/Jira-Service-Management/Active-customers-are-not-shown-on-the-quot-People-and-Access/qaq-p/3077077#U3078083. Is there a way to merge them or remove one of them?

Best,

F