Jira Service Desk Cloud & GSuite - possible to sync user profile info to Jira? Customer sign in?

Question

Sorry for this - I checked the documentation, but it was very light on details.

I was asked about how to set up a system for a group that uses GSuite and wants to use Jira Service Desk.  They want to be able to have 10-15 agents, and the rest of their people (1000+) as customers.  They were hoping to use SAML, but it looks like that is not an option.

Their GSuite users have information (address, phone number, etc) that needs to be accessible from Jira and kept up to date - essentially they want to be able to click on a user name to access their profile and see all of their info on their profile page.

Is this possible?

Also, I am not familiar with how customer access will work.  Will customers just authenticate with their Google account and get to the portal?

Rob Horan · Answer

@VRmaybe SSO isn't the right way, but is there some way, maybe through an approved domain, to ensure that all of the users automatically can get to the portal, and nobody has any default application access?

There just needs to be some way to ensure all of the members of this domain are able to get to JSD and use it without having to require admins to do anything.

In any case, what about the user information?  Will that be visible in their profile page?  That was the real concern the organization had.  (though now it seems this is an absolute blocker as well)

Rob Horan · Answer

There are well over a thousand users, possibly over two thousand, with new users being added or removed regularly.  There is no way to ensure everyone in this particular domain could be a customer without having product access?

There's no way the group I am looking into this for would even consider having to manually take action on a per-user basis.

Is there no other way to ensure these users can have customer access through the portal?

VR_lbstbq · Answer

Hi @Rob Horan ,

The customer portal, currently, doesn't work with SSO.

Customer accounts are stored internally and it's not possible to sync their accounts with GSuite.

There is a feature request suggesting the implementation of this ability:

* SSO integration with JIRA Service Desk

Please do click on vote and watch to receive updates about the feature.

As a workaround, for them to also be synced with GSuite, it would be necessary to migrate their accounts to Atlassian account. Before which, it's necessary to remove the product access, so customers are not counted towards license count and do not have access to your instance.

Go to Administration > Product access and unselect all the products.( After migrating the customers, you can enable it again.)

Then, on Administration, go to Jira Service Desk and click on "Migrate to Atlassian account" for each customer.

Thanks,

VK