Approved domain settings clarification

Drishti Maharaj

Hi, 

We are migrating JIRA server to Jira Cloud and I'm just trying to understand the differences and access levels to users. 

With regards to this section:

"For an 'approved domain', the user will get the Atlassian account with the customer role when invited as a customer through Jira Service Management. Admin approval doesn't apply." - found at https://support.atlassian.com/user-management/docs/manage-jira-service-management-customer-accounts/

Does this mean that the users in our verified domain will just be customers on JIRA Service Management and only be able to see tickets they have logged and nothing else? With as no product access thus non-billable?

We sent the users the service portal URL to sign up and it prompted some to login and setup with a password and some not - not too sure why different for users? 

Rudy Holtkamp

Hi @Drishti Maharaj ,

> Does this mean that the users in our verified domain will just be customers on JIRA Service Management and only be able to see tickets they have logged and nothing else? With as no product access thus non-billable?

Yes, so all your verified domain users will be customers and they only have access to their own tickets in the portal Your agents need to have a JSM license and the role Service desk team in the JSM project. 

> We sent the users the service portal URL to sign up and it prompted some to login and setup with a password and some not - not too sure why different for users? 

Some users might already have signed up to an Atlassian product (maybe Trello/Confluence/...) with their work email address.