Why do internal Jira Software users show as customers in Jira Service Desk?

[Owen Evans]

I'm trying to clean up the list of customers in my Service Desk project, and for reasons I can't yet understand all of our users who are Jira Software only all show up under 'Customers'.

Is there a way to clean this up? What makes a user show up as a 'Customer' in Jira Service Desk projects?

[Doug Shapiro]

I have the same problem as described by Owen. Jira Software users are seemingly showing up at random in the JSD Customers list. For example, I just created 2 new users and invited them to Jira Sofware only (they do not have product access to JSD). Those users haven't even accepted the invite or create Altassian accounts and they are already listed in the JSD Customers list. Feels like a bug.

[Jack Brickey]

what method did you use to create these users?

[Doug Shapiro]

Settings > User Management > Invite Users

I only tick "Jira Software", not "Jira Service Desk" under Product Access. I double-checked each user and they only have access to "Jira Software".

When I first created this JSD project, a subset of my Jira Software Users who do not have access to Jira Service Desk likewise showed up in the customer list. There is nothing about those users that I could distinguish to tell me why those Jira Software Users but not others were added to my customers list. I eventually removed those users from the customer list. Now, a number of other Jira Software Users have appeared (including the 2 new pending invites I mentioned).

[Jack Brickey]

I have never seen customers being added automatically. Are you sure that someone didn’t add them as customers? For example, we use JSD internally for IT, Facilities, etc so all employees are customers and many employees are users of JSW.

If you are sure that they should not be customers and will not open issues for and JSD projects then you can go into the JSD project(s) > Project settings > People and remove them.

[Owen Evans]

The users I am referring to do not show up under Project settings > People (under any role), but they DO show up when modifying 'Reporter', when raising requests on behalf of customers, and in the 'Customers' section of the JSD project.

None of the users I am referring to have access to the JSD application, nor are they members of any groups which are relating to my JSD project.

[Jack Brickey]

Can you share your permission scheme screenshot?

[Owen Evans]

Here's a screenshot of some of the permissions, do you need all of them? Would need to include several images to show all of them.

None of the users I want to purge from the 'Customers' list have any of the project roles or groups shown.

[Jack Brickey]

So rethinking this, if your Customer Permission is set to “anyone can send a request...” then everyone who has an account on your site would have access to the portal so they will be added into the customer list.

If those users are no longer needed, you would need to remove them from the user management section - https://yoursite.atlassian.net/admin/jira-service-desk/portal-only-customers. 

Can you check and see if these ‘undesirable’ customers exist in that list?

[Owen Evans]

They do not exist under 'Portal only customers', but *@vuzix.com did. Didn't occur to me until just now that this would be a wildcard for all contacts with emails on our domain. Removing that did the trick.

Is there any negative impact this could have that I'm not considering?

[Jack Brickey]

It should not have and negative impacts.

[Owen Evans]

Actually, it seems I may have been mistaken. The users I was looking to clean up still show up under 'Customers' in my JSD project.

[Jack Brickey]

@Owen Evans, here is an old thread that might help. It discusses a similar problem and work around. I need to figure out how customers can exist under Customers and not People. I have never personally experienced this but you are the second person that has apparently experienced it.

[Owen Evans]

@Jack Brickey I don't see a link to the old thread you mentioned. Is there something I'm missing?

[Jack Brickey]

Sorry I forgot to include the link - https://community.atlassian.com/t5/Jira-Service-Desk-questions/Is-there-an-issue-with-removing-customers-from-the-customer-part/qaq-p/793740