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External Customers or Non-Employees Appearing in Tempo Resource Planning

Problem

External Jira Service Management (JSM) portal customers, external contractors, or non-employee accounts are showing up as assignable resources in the general Tempo Resource Planning view. Because these individuals are not internal team members and will never have planned work, they shouldn’t be shown in the Resource Planning view

Cause

This occurs when the viewer accessing Resource Planning has been assigned a Full-Access permission role in Tempo (such as a multi-team or organization-wide planning role).

A Full-Access role grants visibility across the entire Atlassian user directory connected to your instance. By default, this pulls all synchronized Atlassian accounts - including external portal-only customers from Jira Service Management - into the broader resource pool rather than restricting the view to active, internal Tempo teams.

Solution

To prevent external customers from appearing in your resource planning views, apply one or a combination of the following approaches:

Option 1: Scope the Viewer’s Permissions (Recommended)

Instead of granting broad, organization-wide Full Access to planners, assign them permission roles that are restricted to specific Tempo Teams:

  1. Navigate to Tempo Settings > Permission Roles (under Teams / Planning).

  2. Locate the permission role assigned to the affected planners.

  3. Restrict their planning and view permissions to specific internal teams rather than selecting Full Access / Entire Organization.

  4. Planners will then only see users who are explicitly added as members of those designated teams.

Option 2: Apply Filters in the Resource Planning View

If a manager or administrator requires Full-Access permissions for organizational reporting, they can prevent external accounts from cluttering their daily view by filtering:

  1. Open Resource Planning.

  2. Click the Filter bar at the top of the planner.

  3. Filter by Teams, Roles, or specific User Groups (e.g., your internal employee group) instead of viewing all unassigned directory users.

  4. Save the filtered view or bookmark the URL for routine access.