How do I add an approver with just customer rights to my SD project?

[Jill Biggar]

Hi, I'm new to Jira and have full rights, and I'm wanting to add approvers that don't need a Jira Service Desk license to approve those requests, and apparently they just have to be customers of the service desk project.  (as per https://confluence.atlassian.com/servicedeskcloud/setting-up-approvals-816880004.html)

To use the User Picker field I could only select users already loaded.  So I've gone into User Management to invite a user (is this what I should do first?) and if so, do I use the Permission called Basic and deselect Jira Software for Application access to ensure that they aren't set a SD license?  I did want to add someone manually but I don't have that option for some reason.  Please note we have SSO too, I don't know if that makes a difference. 

Thanks for any help in advance. 

[Jack Brickey · Accepted solution]

@Jill Biggar, welcome to the Community. For sure you need to have the customer in the system first before you can list them. Once in place you should be able to follow that guide you mentioned to complete the task. To add customer just use the project > Customers > Add customers method. If you cannot add them please check w/ your admin. they may not have given you the necessary permissions to do so.

[Jill Biggar]

Thanks for coming back Jack, yes I have the rights to add users into the system (in Jira/ User Management) but I don't know how to set them up as a customer without the a SD license within here.  How do I do that please?

[Jack Brickey]

Are you on cloud or server? In cloud you simply go to project > Customers > Add customer as mentioned above. A user only becomes an agent if you us the "Invite team" link. Note: if you are using Organizations go into the organization listed under Customers and add the individual customer there.

[Jill Biggar]

We are on cloud.  I've typed in an email address but the window says that the customer will receive an invitation email if I add them.   Which I know needs to be done to add them as an agent, but how do I then make sure they don't count as a new license? 

If adding agents at the project level means that they don't count towards another license then that's awesome.  I just want to be sure :)

[Jack Brickey]

Yes they will get an email so they can go to portal and add pwd to complete sign up. They will not be added as agent but you can always verify as follows.

1. Go to Jira settings > user management > users and search to see if they show up there. They should not. They should show under the “portal only” user page.
2. in the project click on People and fine the user then check what role they have.

if you ever have a situation where some user has agent privileges go to to the Users section in Jira settings, edit the user and uncheck the box for Service Desk

[Jill Biggar]

Thanks for the clarification Jack, and also thanks for the info on how to double check too.