Service Project Customer - Portal Access follow up

[lapacquah.bryant]

Hello,

I have a user who is unable to comment on a ticket he submitted via JSM project.  Permissions within project has this line item below:  

Service Project Customer - Portal Access

Can you provide additional details as to how this role works?  Does this mean customer can only comment via customer portal vs within JSM project?

The user in question has correct product access both customer and agent JSM roles and the only time he can comment is when I add him to JSM project.  I should not have to add to project for him to comment on a ticket he submitted.

Thank you in advance for your assistance.

[Mikael Sandberg · Accepted solution]

Correct, Service Project Customer - Portal Access gives you access to the request via the portal only. If you want customers/requestors to have access to the requests from the queue they have to be added to the service desk team role in order to add external comments. If users that have access to Jira you can add them as users of the project and then they will have access to view the request and add internal notes only.

[lapacquah.bryant]

Thank you so much for the clarification.  

[lapacquah.bryant]

@Mikael Sandberg I have a follow up question, do users need to have both Agent/Customer JSM product access.

Also if projects are setup for Service Project Customer - Portal Access, do they need to have JSM Agent product also?  

Thank you for the clarification.

[Mikael Sandberg]

It depends on how you want your users to access the project. The intended use for JSM is that only agents are accessing the backend of the project, and everyone else are using the portal to access their requests. And that is what the project role Service Project Customer - Portal Access is for. In JSM you only pay for agent licenses, customers (users that have been assigned the Service Desk Customer role) do not require a license, but as I mentioned, that also means that they have only access to the portal.

This KB gives a good overview of the different roles in a JSM project.

[lapacquah.bryant]

@Mikael Sandberg thanks, I have another questions after reading KB. 

Agents are reserved for Site or Project Admins ? 

All other users have JSM Customer Role for Product access and they are added to project if they need access to comment, etc on tickets. 

[Mikael Sandberg]

No, agents get access to the project and specific JSM features like being able to reply to the customer. Project admins can configure the project, but would need a JSM license in order to act as an agent.

Site admins can manage users, groups and product access within your organization (not just for JSM but all of your Atlassian products). 

All other users that have given the customer role can access requests only via the portal and add comments.

[lapacquah.bryant]

@Mikael Sandberg I am creating a new process in JSM and have users who need the ability to work tickets as they are submitted by others, i.e. comment etc.  So I need to assign them the Agent role for product access.  I asked because Agents have a lot of access and I did not want to give users more access then needed.  

Service Desk Team

Agents

Agents are licensed users who work on customer requests and add customers to the service project who can

• view the portal, queues, reports and SLA metrics within a service project

• view, add, edit and delete customer-facing and internal comments on issues

• add customers to a service project

• view, create and manage content in the knowledge base

• manage customers and organizations

Thank you

[Mikael Sandberg]

Correct, agents do get access to the above, and currently there is no option to give an agent less access then above.

[Arti Patil]

Hello, can we check whom all added under role of  "Service Project Customer - Portal Access" ? and where to check?