Managed Accounts

Question

Hi guys,

I am hoping I am asking a question which is simple and something I am quite obviously missing.  We have recently expanded onto Jira Service Desk Cloud, and we have registered our domain, and taken over our domain accounts.

Since doing this we could immediately see that some of the organisation have Trello Free edition accounts linked to their work email accounts.  We also utilise Atlassian Access as our Identity Provider, which is great and works really well however....  After reading many articles it looks like Trello Free edition is charged for when using Atlassian Access, now we don't really have a business need for Trello and would simply want to remove it, but I cannot (after reading so many articles) find a way to remove or unlink the users from Trello Free Edition, has anyone else managed to find a way to do this?

It's import to note I don't want to or in most cases can't do the following:

- Change a users email address to something that isn't using our nomenclature

- De-activate a user (as they still need to access the IT service desk portion of our setup as the customer)

- Advise the users to move it to their personal accounts as it would be suggesting it is OK to move company data outside of our information sphere

Any advice is greatly appreciated!

Thanks,

Matt

Michael Pryor · Answer

Oh good - I wasn’t sure if this shipped yet but we finally shipped the feature you need: https://support.atlassian.com/security-and-access-policies/docs/understand-authentication-policies/

see nonbillable policy. add your users you don’t want to pay for there and you should be all set.

Matt Woollett · Answer

I think what I have an issue with is we own the domain, and they are now managed accounts right?  So I should the ability to simply delete the Trello access, but that facility doesn't exist really so I feel like I am in essence being forced to pay for it when we don't want to, and had not budgeted for it.

I do appreciate your response, and I do kind of see where you're coming from when it comes to a company that utilised Trello as one of their products but for a company that had no awareness that Trello was in use, and does not want to use it, there no simple method to use the other great products with Atlassian with Access without a lot of time (and money) needed to be taken to find a work around with deleting managed accounts and then re-adding them etc, it just doesn't feel like a great user experience for both the IT admins, and the Jira users.

I hope this makes sense, and doesn't sound like a rant.  Thanks again for your reply it is appreciated.

Michael Pryor · Answer

Thinking about this more, I think the heart of the issue is really

"If a user doesn't engage with an Atlassian product that is billable by Access, after some amount of time, why do we still have to pay for them?"

The non-billable nature of JSM portal accounts make this complex (because otherwise the answer would be 'if someone is inactive, then deactivate the account').