Can customers be added as a group with view access on Next-Gen JSD?

[Harry Bob]

Hello,

Can customers be added into a group with view access on Next-Gen JSD?

Atm we have a group 'Group 1" that can be managed from within Active Directory. We've given Group 1 view access and added 'user1' to that group. 'Group 1' is now added to our Next-gen project.

My Next-gen project is set as 'Private' and you won't be able to send email or log into help center portal unless you're a customer of that jSD project.

From my knowledge you can add the customer manually by either adding them as a customer to that JSD project OR add them to the 'Group 1' group which is part of the JSD project..

'User 1' appears as a customer but can't send email request to JSD and cannot log into the Help Center.

However IF I add them manually as a customer (not using 'Group 1' method) they can send email and log into Portal.

So my question is 'Can groups be used for customers on Next-Gen project? 

According to this article you can but Im not sure if its applicable to Classic or Next-Gen

https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-grouping-customers-into-organizations

[Angélica Luz · Accepted solution]

Hello Harry,

Thanks for reaching out to Community!

Customers in a Jira site are based on a different base than Internal users, so they can't be added to groups unless they are migrated to the Atlassian account.

The article that you mentioned is related to Organizations that are the only way to group customers (without migrating them). You can create organizations directly in the project on the Customers' page > Create organization.

The permissions on Next-gen project are different from a classic one.

On next-gen, we have "Internal access" and three main roles (Administrator, Agent, and Viewer) which is specific for internal users and not customers. It's possible to manage these roles and create new ones, but it doesn't have the same permissions as a Classic project. 

On the other hand, the classic projects have a specific role for customers called "Service Desk Customers", so on a Classic project, you would be able to migrate users to Atlassian account, add them to a group and add this group to this role.

So my question is 'Can groups be used for customers on Next-Gen project? 

On next-gen projects, it won't be possible. You can group them to Organizations only.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

[Harry Bob]

Hi @Angélica Luz ,

Thank you for that.

So the only way for me to manage customers is to add them manually on the Customers page, is that right?

[Angélica Luz]

Hi @Harry Bob,

Yes, to manage customers it's necessary to add them manually in the project on Customers' page.

Regards,
Angélica