Agents vs Customers vs JSW / Business users

Question 1

Cite 4 things agent can view but not edit

Answer 1

Queues
Reports
SLA Goals
Customer’s list

Question 2

What can agents do on issues ?

Answer 2

Yes
Create and Edit
From Customer Portal or JSM Project
Add, edit and delete comments in project (private or customer facing)

Question 3

What can agents do in the linked KB ?

Answer 3

Manage articles
Manage any other content

Question 4

Can an agent add customers to the project ? invite other agents ?

Answer 4

Yes and Yes. However invited agents must already have JSM access

Question 5

Can a customer access JSM ?

Answer 5

No, only the service portal

Question 6

Does a customer consume a license ?

Answer 6

No, service portal access does not require a licence

Question 7

What can a customer do in the service portal ?

Answer 7

Create, comment on, track requests
Add attachments to requests
(via portal or email)
Add other participants to their own requests

Question 8

Can an agent create / manage Organisations ?

Answer 8

Only if Jira Admin has enabled Customer Service Management in Project Features

Question 9

Can a customer add other customers ?

Answer 9

Only if Jira Admin has
- enabled acces to service portal without logging in to JSM
- set project customer permissions to Anyone on the web (global setting)

Question 10

True or False ?
Agents and JSM admins can add new customers by adding them in To or CC when replying to email notifications

Answer 10

True

Question 11

What are the 2 items a Jira admin will set in Customer Permissions

Answer 11

Channel Access (restricted to invited customers vs open)
Customer sharing (cross visibility between orgs)

Question 12

True or False ?
JSM will create customers on the fly when receiving emails from the email channel

Answer 12

True, but only if the customer access.Account Types.External have been set to “Allow portal-only accounts to be created for new customers accessing the help center”

Question 13

How do you add JSW / JB users to you JSM project ?

Answer 13

Assign them the Service Project Team project role. This way they do not consume a JSM license

Question 14

What can JSW / JB users do in a JSM project ?

Answer 14

View issues, comments and attachmenets
Add and delete their own internal comments and attachments
Watch and vote for issues

Question 15

Cite 3 actions JSW / JB users can’t do in a JSM project

Answer 15

Act as agents (create and edit issues, be assignee)
Leave external comments
Transition an issue