Reporter from a suspended user

[Gittel Marcus]

I have users that used to collaborate with us in JIRA and JIRA Service Management.  They no longer do, but they need to report issues, as a reporter, and receive notifications.  Problem is, they are officially "suspended" and can't be added to issues as a reporter. So no notifications, and no way to delete them, add them, only to activate them, as if they are a JIRA service management user, which makes no sense (free limit is 3)

[Marc - Devoteam]

Hi @Gittel Marcus 

Suspend operation can be performed for both managed and unmanaged users.

Once a user is suspended, they can't access the site from which they were suspended but can log in and access other sites.

The suspended users aren't counted for billing.

So this also means no options to be a reporter of receive notifications.

You will need to activate them, but don't grant them a JSM license, then they can be customers on the JSM project, who can create request via the JSM service portal

[Kris Dewachter]

Hi @Gittel Marcus ,

You can give the users "Customer" product access in Jira Service Management. This way, they can report issues through the JSM protal (or email), receive notifications, but they will not require a Jira license.

If they need access to the Jira backoffice, they will need a license.

Best regards,

Kris

[Gittel Marcus]

Hi @Kris Dewachter thank you.  Do you know how I can add them? I don't see a place to specifically add people.  I tried Customer Access in JIRA Service management, portal...  

Thank you.

[Kris Dewachter]

Hi @Gittel Marcus ,

You can add customers to each individual JSM project you want the customer to be able to access. You can find documentation on how to add them here : https://support.atlassian.com/jira-service-management-cloud/docs/add-a-customer-to-a-service-project/

In your JSM project, you can also add them via the "People" setting by assigning them the "Service Desk customer" role.

Hope this helps,

Best regards,

Kris