Jira Service Desk Customers

Philip Newman_4hkmql

I am using Jira Service Desk, We do have SSO via Azure AD setup.

 

For licensing purposes I would to limit users to being customers of my service desk. What is the best method to either A: Onboard them into the system so they can use the service desk? B: Allow SSO AD sign in for these customers to make logging in easier?

Angélica Luz

Hi Philip,

Thank you for reaching out to Atlassian Community!
The best method depends on how you want them to log in.
If you invite them directly in the project on the customers' page, they will receive an invite with a link to create the password and then they will already have access to the project. Using this process they won't receive a license by default.

If you want them to use the SSO, firstly you need to disable all product access to make sure that they won't receive a license, so go to Administration > Product access and disable all the products so new users won't have access to any product. Once it's disabled, then new users of your domain will be synced and a new account will be created in Jira. After the account is created, you will have to manually add this new user to the service desk project.

So, the difference is that if you add them as a customer directly in the project, you won't have much control of the account.
If you use SSO for their accounts, then you will be able to manage their accounts and they will have a different way to log in.

If you have any other question regarding this matter, please let us know.

Regards,
Angélica