Customers & Users differ

[Hannes]

Hi,

I think I have a misunderstanding of the customers in JIRA. Maybe you can help me here?

- The Service Desk is public 

- I have 4 Customers, A B C and D

- I have 5 users, A B C and E! and Admin

So E is not a customer in the list, but has the role Service Desk Customer. In addition D is not listed in the user list.

Who is in the customer list? Can I remove there anybody?

Best,

Hannes

[Mike Bowen · Accepted solution]

Hi @Hannes 

1. What is your plan for your Service Desk? What are you trying to achieve? 
2. Do you know the difference between a customer and a user (service desk agent)? 
3. Why do you want users (A, B, C) to be customers? 
4. Do you know what the different roles are used for? 

Before doing anything it is best to know the above 4 answers. 

-Mike

[Rojan Koc]

Hi,

I think the most important question in this context, would be that you need to understand that there is a huge difference between the agent and customer-site concerning the service desk setup. 

If you go to  --> Projects --> Service desk --> Project Settings. You can add your agent-team under "People". If you add the person under the role called "Service Desk Team" they will have access to participate with all SD-customers. 

best regards,

Rojan