Jira Service Management CLOUD -- I'm told any user must have Atlassian site access?

[Gail]

We have our JSM cloud locked to only users in our email domain.    I have a lot of users who do not have any Atlassian product license, and they cannot login to the JSM Help Center or any individual portal.    I'm told that any user of the Help Center must have site access (thus in Cloud that is an Atlassian Access license).    Can anyone confirm this?   I just want to be sure as one of my admins swears you can setup anonymous user access.

Thanks

[Jack Brickey · Accepted solution]

@Gail , have you attempted to add the user as a Customer for your JSM project? you should be able to make them a portal only customer not requiring an Atlassian account.  

[Gail]

Thanks Jack.  Yes we do that in most projects, but for a couple support projects they need to open to any active employee of the company.   That is around 600 people, and those people change as new hires come in and people leave the company.   We do use Okta SSO as well - not sure that makes a difference.

It seems the very last linke "customers must log in to access the portal when specific external domains are configured" may be the kicker.   We locked this down to our own domain to avoid potential spambots.

[Jack Brickey]

yes, your assessment is accurate. is that an issue though?

[Gail]

We actually want users to login; however, when they have no site access they get stuck on the login.   They are presented with email address and password whereas our SSO users with site access only enter their email and get a message "Login with SSO".    I'm told that when they add their email address and password they get an error and cannot proceed.   As a test -- I gave one of these users a Confluence license, and that fixed the issue.    Our dilemma is we don't want to give site access (costing us an Atlassian Access license) to someone who may only ever submit 1 support ticket.    

Not sure if there is a way around it though.   I'm writing up solution options and wanted experts feedback.

[Gail]

Portal login with email and password error: