Agents can't add customers to Service projects


Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

Jira Service Management Users(Agents) can't add new customers to Service projects, not even when they have the Administrator role on the given Project. 

They receive the following error:

You don't have permission to invite customers to this service project.

Let's explore why this happens

This scenario can present itself when the user with the Service Desk Team role on the project (which is an agent) doesn't have permission to configure product access to Jira Service Management and the user they are trying to add already exists on the Atlassian site with an Atlassian Account that is internal customers.

What causes this error?

Users with Atlassian accounts can have no product access to Jira Service Management. When a user with the Service Desk Team role on the project (which is an agent) tries to add such a user as a customer to a Jira Service Management Project, they will also be given the "Customer" Product access role for the Jira Service Management product. However, if the agent is not a site admin or org-level administrator or gets permission from the admin to add them via the User Access setting, it will fail.

The user profile page for in Jira. Under Product access, it states No product access. A Grant access button is available. Group membership section shows no groups and has an Add to groups button.


Fix agents permission

In order to allow agents to add existing Atlassian Accounts to a service project, it is necessary to make sure that these accounts:

  • Are active and have access to the instance.
  • Have the Jira Service Management Customer role.


Keep in mind

Users with access to Jira Service Management as customers are unpaid. 

All JSM customers have access to all Open portals. You can restrict access to each portal by following these steps: 

Set up portal access for customers added to your service project

Configure Product access for approved domains

Follow these steps to configure all new users from an approved domain to have JSM Customer access:

The Edit domain settings. The product access roles are shown for Confluence (None), Jira Service Management (Customer), Jira Software (None), and Atlassian (None).  A red arrow points to the Customer role selection for Jira Service Management, highlighting it.

Configure the default product for user invites

Control how existing users in your organization invite new people to your products. Learn how product access works.

Recommended to set to "Invite approved domains" as this allow the agents to add existing user with the Atlassian Account as it able to update the account product access.

Assign product access to a user group

This method is recommended if you sync your users from an external source and you already have a default group for all of your users. 

Last modified on Dec 9, 2024

Was this helpful?

Yes
No
Provide feedback about this article
Powered by Confluence and Scroll Viewport.