Migrate portal/service desk user to service desk collaborator

[Scott Dawson]

How can I change a restricted portal user into a full user? I am unable to create a new user using their email address and no matter what roles I assign the service desk profile they stay restricted.

How can I migrate them to a full user without deleting all their tickets and comments?

[Paula Silveira]

Hi Scott,

Is the user a customer? If so, I'm afraid that won't be possible since customer cannot be converted to JIRA users. You can take a look on the suggestion JSD-959 for further information.

Thanks and regards,
Paula Silveira

[Denny D Daugherty]

Paula, is this still the case with the recent update? I've noticed that I am now able to uncheck "Restricted Portal Access" and give customers regular access to other products such as "JIRA Software".

[Scott Dawson]

It does seem to be the case however I just want the manager of the teams to be able to see all tickets submitted to a service desk, this update makes them agents. There should be an option to leave portal access + service desk collaborator.

[Denny D Daugherty]

Scott: I think you should be able to view tickets and comment with either JIRA Business or JIRA Software, however you would not have access to queues or Service Desk specific functionality. In either case, users would still have access to the portal.