How to Remove Customer From JSM Directory

[Steven Kenway]

Everyone,

We’re currently using Jira Service Management on the free tier, and I need some guidance on removing a customer from our service project.

One of our customers has asked not to be contacted at their old email address anymore. They’ve since moved to a new company and have a different email they’d like to use moving forward. To avoid any accidental contact by our support team, we want to completely remove or disable their old customer profile in JSM.

Here’s the challenge:

• We’re on the free tier, so some admin options may be limited.

• The user was added as a portal customer (not a licensed Jira user).

• I don’t see an obvious option to fully remove the customer or delete their email profile.

• We want to make sure this email is not selectable or auto-suggested when creating tickets or adding request participants.

What I’ve tried:

• I checked the “Customers” list in the project settings.

• There’s no visible option to delete or deactivate the customer.

• The email still shows up in the dropdown when creating new tickets.

What we’re hoping to do:

• Completely remove or anonymize the customer associated with the old email address.

• Ensure the old contact is not reachable or referenced anywhere in our JSM project.

• Ideally, this wouldn’t require upgrading to a paid plan, but we’re open to hearing what’s possible.

[Trudy Claspill]

Hello @Steven Kenway 

This might work...

Go to https://admin.atlassian.com

Select your Organization.

Go to Directory.

Here you should see a list of all the users that have access to your instance, including users that are only Customers of JSM.

Click on that user's old account to display its details.

There should be a ... button in the upper right corner of the user account details screen. When you click on it you should have the options to Suspend Access and/or Remove User. Suspend Access is usually used when you might want to someday re-grant access, but you could start with that to see if it removes the user from being available in dropdowns when creating tickets.

Alternately you can use the Remove User option to remove the account entirely from showing up in your Directory and having access to your system. This is not the same as deleting the user's Atlassian Cloud account. That will still continue to exist. And their information may be visible in pre-existing tickets. But I think if their access is revoked in this manner they should not get any of the automatic Customer Notifications and they definitely should not be selectable in any dropdowns.

[Steven Kenway]

Thank you very much for the response. 

Unfortunately, when I go to the directory from https://admin.atlassian.com, I don't see any of the customers.  I only see the individuals who are active members of our company and work in Jira.  

[Steven Kenway]

Trudy, do you have any other suggestions?

I'm at a loss as to how to remove the customer and it draws greater concerns for GDPR, etc.  

[Trudy Claspill]

How did the user get added to the project?

If you go to the project and select Directory, do you see them on the Customers tab, and if so can you remove them from there?

Are they listed in under People and Access in Project Settings > Access?

[Steven Kenway]

I see them in the directory but there is no option to remove the person. 

[Trudy Claspill]

Are they listed in under People and Access in Project Settings > Access? Can you remove them from there?