Do internal customers require a license to submit requests from a JSM Portal?

[stefano.amenta]

Recently I set up a customer portal that is connected to one of our JSM projects.

I understand that unlicensed customers can signup to the portal for free and be able to submit Jira tickets from the portal (in fact, I was able to signup using a personal email address).

However, in my case I would like internal customers within our company to signup to the portal by using their Atlassian account (linked to their work email). But when they do so, they get a permission error.

In customer access page, we already added our company domain to the approved domains list to grant them access to the portal, but it doesn't work yet.

So my question is: do internal customers need to have JSM license to be able to access a portal and submit requests from the portal?

Or maybe there is something I'm missing?

[Marc -Devoteam- · Accepted solution]

Hi @stefano.amenta 

No they don't, simplest way is to add a group containing all internal users to the JSM project in the role Service Desk Customer

[stefano.amenta]

hi @Marc -Devoteam- thanks a lot for getting back to me! Good to know, I will give that a try in my JSM instance.

[stefano.amenta]

hi @Marc -Devoteam- how did you add a group to your JSM project?

When I go to my JSM project space settings and click on Add people, I can only add individual users but not a group.

Moreover, I'm still struggling to have my Jira users to login in the help center: they keep getting the error that they don't have access to it. But I have already given them the Service Desk customer role in the JSM project...

I contacted Atlassian support and they are able to access the Help Center when they log as one of our users; but from our side, the users are unable to access when they give it a try.

[Marc -Devoteam-]

Hi @stefano.amenta 

Can you share the people settings and related the permission scheme used?

[stefano.amenta]

hi @Marc -Devoteam- i was finally able to solve it: all I had to do was to add the users in the Customers section of my JSM project. Thanks again for your help!

[sai chinamuthevi]

No — internal customers do not need a Jira license to submit requests through a JSM portal.