Adding customer as Agents

[Mayank Shekhar]

How to add a customer as an Agent.

My customer requires agent view.

Which plugin in opsgenie is to be used ?

[Alex Koxaras _Relational_]

Hi @Mayank Shekhar and welcome!

A customer is a customer, and an agent is an agent. It is two different things. You can grant him the agent role, but this will count towards your available licenses (I mean it costs money) and your customer might be able to see other things as well.

Having said that, I wouldn't be so gentle in providing him with access to my agent view. What is the need behind this? What does he want to see?

[Mayank Shekhar]

Thanks a lot Alex. I got my clarity.

My customers are Indian, they aren't so gentle.
They want to keep an hawk eye on our queue and our activity, so requested for agent access.

[Mayur Jadhav]

Hi @Mayank Shekhar 

Welcome to the Atlassian Community!!!

First User need to have JSM Application Access and then go to the Project settings, then Users and Role(Datacenter/Server) or People (Jira Cloud) then Add user to the Agent Project Role.

Thanks,

Mayur

[Alex Koxaras _Relational_]

Granting them the permissions of an agent, means that they will able to do things within your queue and your project, and see other open tickets from other customers of yours.

What I would do, if I were you, is the following:

• Create a new software project
• Every new issue that this customer created, would also be created with automation (or via workflow) to this new project
• I would give my customer access to this project, but only to view the issues (public access)
• I would possible create an automation between these two projects, so as to move them simultaneously.

Apart from the above, I must admit that I haven't completely understand why this customer of yours need to look at YOUR queue. Is he more that a customer?

[Alex Koxaras _Relational_]

@Mayank Shekhar what @Mayur Jadhav told you is the way to do it, but careful consider it before of adding them.

[Mayur Jadhav]

Yes @Alex Koxaras _Relational_ 

You are correct