Service Instance Questions

Question

Hello,

I am currently testing the service management tool to report issues related to our Microscopy lab and the facilities associated with it.

Most of our facility users are from (UC Berkeley)  and they sign up for time on the scopes and come back every couple of months or so.

We expect to have around 2-4 agents that will be assigned the tickets (Microscopists and Systems folks)

My questions are mostly related to access:
- Do we manually invite every user to the system?
- The university users Google Suite for email and other applications, can we get these systems to talk to each other?

* By users, I meant customers who can access the ticket portal.

Thanks!

achintangal · Answer

Thank you for this Angélica ! I am terribly sorry about the late response. I didn't see a notification about this.

I made the changes you suggested here and I should have more feedback once our users test this over the next few days.

Angélica Luz · Answer

Hello @achintangal,

Welcome to Atlassian Community!

Thank you for the details.

On Jira Service Management, you can invite customers and they can also create their own accounts. If you don’t want to let the portal public, then agents will have to manually invite them.

If you want them to create their accounts, then there are two options that you need to enable.

The first one is on Project settings > Customer permissions (company-managed) or Project settings > Channels > Customer permissions (team-managed). On this page, select “Anyone with an account on https://xxxxxx.atlassian.net” for Service project access and Save.

After that, go to Cog icon > Products > Configuration and on “Can customers create their own accounts?”, select “Yes, by signing up or sending a request”.

Regarding GSuite, the customer portal doesn’t work with SSO. There is a feature request suggesting this improvement:

SSO integration with JIRA Service Desk

The workaround, in this case, is to migrate the accounts to Atlassian account, so customers will be listed as internal users (without a license) and will be able to log in with Google.

How to migrate a customer account to Atlassian

In order to change the settings below, please go to Administration's page.

The first step is to remove all the "user defaults" on Product access. This configuration will ensure that your customers will not receive any license after the migration.

Then you can go to Jira Service Management > Click on ...  for the customer you need to migrate > Migrate to Atlassian account.

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

Kind regards,
Angélica