Problem:

With the changes for customer roles in JSM, internal accounts need to be part of the default customer group so they can raise requests via email or portal, even if the project is open.

• A dedicated product access role for internal customers in Jira Service Management

Agents and administrators can raise requests on behalf of the customer via Jira even if the customer is not part of the default group, but an error appears if they try to raise a request via Jira Cloud for Outlook add-in.

Suggestion:

Allow agents/admins to raise requests on behalf of the customer via Outlook even if the customer is not listed as a customer in the project the same as it's possible via Jira.