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Suggestion
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Resolution: Low Engagement
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1
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Issue Summary
If a user sends an email that contains CC field and a user who is not meant to be a customer in the project is added to the project, there is no way to simply delete the user in the Customer page of the project.
Usage Scenario
If a user sends an email and the company's security policy changes and they need to remove users who were added to the CC field of emails processed and made into users, they agents do not have any way to remove such users directly from the Customer page of the service desk project.
Expected Behavior
An 
would appear at the end of the column for the customer that allows the agent to directly delete the user they do not need similar to what is available for organizations.
Actual Behavior
There are no direct ways to delete the user from the project as a customer.
Workaround
- Hover your mouse over the user.
- When the pop-up comes up, Select More and from the options presented to you, select Administer User.
- Press Action and Select Delete User
If the user is a JIRA user or you need them as a customer in other projects, instead of step Deleting the user, use the following steps to remove them:
- Press View Project Roles.
- This would list all projects the user has a role in
- Press the Edit Project Roles.
- Uncheck the user from the Service Desk customer role.
- Save your changes.
[JSDSERVER-5374] Delete Customer
| Resolution | Original: Won't Do [ 10000 ] | New: Low Engagement [ 10300 ] |
| Status | Original: Closed [ 6 ] | New: Closed [ 6 ] |
| Resolution | New: Won't Do [ 10000 ] | |
| Status | Original: Gathering Interest [ 11772 ] | New: Closed [ 6 ] |
A similar issue occurs if a customer is invited to a project but does not reply / join / login.
The customer cannot post new service requests through the Customer Portal ( when set to "Anyone on the web (without logging in " ),
they receive the red text 'Customer user is not active'
Of course the problem is the Customer never was active, they did not respond to the invite, now they want to legitimately lodge a ticket and they can't.
Worse, when Admins look for the user in COG>User Management > Jira Service Management , the customer is not listed, because they were never active, so a customer cannot be deleted because they are not listed.
AG 15 Dec 2020
| Workflow | Original: JAC Suggestion Workflow [ 3012394 ] | New: JAC Suggestion Workflow 3 [ 3649778 ] |
| Workflow | Original: Confluence Workflow - Public Facing v4 [ 2665526 ] | New: JAC Suggestion Workflow [ 3012394 ] |
| Support reference count | New: 1 |
| Workflow | Original: JSD Suggestion Workflow - TEMP [ 2432562 ] | New: Confluence Workflow - Public Facing v4 [ 2665526 ] |
| Status | Original: Open [ 1 ] | New: Gathering Interest [ 11772 ] |
Hi,
Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.
This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).
We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.
To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.
Regards,
Charlie
Jira Service Management, Server & Data Center