Overview
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This document is for a project Agent or team member needing to add a customer into their project in order to communicate with them. Adding a customer to your project will enable them to be Request Participants and/or use the Customer Portal in the future. |
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Requires Service Desk Agent or Project Administrator role within corresponding project. |
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Service Desk Agents can add users that don't exist from any domain as a customer, EXCEPT for users from the syr.edu domain. This is due to the syr.edu being a managed domain, only modifiable by the Application Admins. Vendor documentation Additional information on adding customers can be found in the vendor documentation at: https://confluencesupport.atlassian.com/jirakb/agents-cannot-add-new-customersjira-service-management-cloud/docs/add-a-customer-to-jiraa-service-management-projects-1295815386.htmlproject/ |
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Requires Service Desk Agent or Project Administrator role within corresponding project. |
Adding Customer
- From the project, locate the Customers link on the left-nav bar of your project.
- The Customers screen will display showing all current customers. In the upper right hand corner you'll find a "Add Customers".
- Correctly type in the email address and leave the Organization blank.
Troubleshooting
User Unable to be Added as a Customer
Service Desk Agents can add most users that do not currently exist in Orange Tracker from any domain as a customer, except for users from the syr.edu domain. As the syr.edu domain is a managed domain, the users under can only be managed by the Application Admins. There are also occurrences where a non-syr.edu account is unable to be added as a customer, due to an existing account record within Entra (Azure). For any user that is unable to be added as a customer, submit an email to help@syr.edu.
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