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  1. Jira Service Management Data Center
  2. JSDSERVER-5807

It's not possible to add a user with Service Desk application access (but not a project Agent) to the Customers list

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    Description

      Problem

      It's not possible to add a user with Service Desk application access to a project's Customers list.

      Steps to reproduce the issue
      1. Create a Service Desk project with customer permissions to allow everyone with a Jira account to create requests.
      2. Create 2 users (A & B) with application access to Service Desk.
      3. Add user A to the project's Service Desk Team so that user A is an Agent of the project.
      4. On the Customers page, try adding user A and B to the Customers list.
      5. Create an Organization and add user A and B to the Organization.
      Expected results
      • User B is added to the Customers list while User A is not because User A is an Agent of the project.
      Actual results
      • It's not possible to add both user A and B to the Customers list, but it's possible to add them to an Organization.
      Notes (Our expectations)

      User A is an Agent of the project, it'd make sense that Agent does not appear in the Customers list but User B is not an Agent of the project, which makes this user a potential customer. It should be possible to have User B in the Customers list without even adding the user manually.

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              Unassigned Unassigned
              michin Michelle Chin
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                Updated:

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