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

Gail_8p6l1l

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

Accepted answers

Jack Brickey

@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.

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Jack Brickey

@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_8p6l1l

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.

Screen Shot 2022-07-13 at 12.27.27 PM.png

Jack Brickey

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

Gail_8p6l1l

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.

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