Can't find portal customers in Jira service management

[Dan Murray]

I can't find a list of the portal customers. I keep seeing I need to go to Products > Jira service management > then customers. But when I get to Jira service management there's no Customers or Portal customers option. I even tried using the link below and I get a page not found message. Where is this list?

https://admin.atlassian.com/jira-service-management/portal-only-customers

[Bryan Trummer · Accepted solution]

Hello @Dan Murray 

To do this you will need to go to the Admin screen as previously mentioned.

From there on the top bar select Apps:

Then on the right hand sidebar - select your Site under Sites:

From there once again on the right hand side you should see Jira Service Management and an option for Portal-only customers:

From there you should be able to view all Portal only customer accounts.

[Dan Murray]

Perfect! Thank You!

[Amanda Barber]

I'm on the free version, but when I navigate (in the new navigation) to my JSM project, I can click Directory and then see all of my customers. This is not in the admin area.

[Ana Livia Rocha Silva]

Is your organization on a free or limited plan? If that is the case, then those 3 are the only admin options available.

[Dan Murray]

No, we pay for Jira.

[Ana Livia Rocha Silva]

Hi @Dan Murray 

Under 'Organizations' you should be able to see all the organizations and their users from your JSM. Otherwise, to see a list of the customers you need to go to 'User management', then 'Jira Service Management' on the left side menu.

Kind regards,

Ana Livia Silva 

[Dan Murray]

Thanks for the response. Unfortunately checking organizations doesn't show much and there's no full customer list. We do have more customer accounts then what's showing in my screenshot below. When I go to user management it only shows  the options Users, Groups and Managed Accounts in the left nav. The customers aren't appearing in any of these three options. 

 

[Ana Livia Rocha Silva]

Are you a site or org admin? 

[Dan Murray]

Yes, all of the admins in our organization have the same credentials and no one can find this customer list.

[Rafa]

OMG.. another absurd Atlassian UI change..

The closest I can get is to 

Go to admin > unfold Apps on the new sidebar > atlassian apps > on Jira Service Management click on the three dots "..." and "manage users"

However, these are not portal-only customers... These are ... "users" (whatever the difference is). I used to see hundreds of portal-only customers, but not it's only showing many less, only including those people who actually setup an atlassian account, I think.

OK, found it...
1. Go to admin,

2. on the sidebar, expand Apps > Platform Experiences: Sites, click on your "site"

3. on the new page, new sidebar, expand "Jira Service Management" > Portal-only customers

PS: Migrating to Atlassian/Jira/JSM/Jira-Service-Desk must be the worst decision ever made at our organization. Hundreds of hours wasted dealing with its inconsistencies and bad UI and outdated documentation.

PPS: the "help" right-sidebar with its stupid Ai told me the only way to get a list of portal-only customers was via the API..: "Currently, there is no direct way in the UI to view or export a full list of Service Desk portal-only users (external customers) in Jira Service Management."