Does adding a user in OpsGenie automatically grant them a Product role in Atlassian Admin

Question

I'm still testing this, but can't find documentation on this, and have a hunch...

I have users I've added directly in OpsGenie, and I've never granted them a Product Role in Atlassian Admin (of User for Jira Service Management), but they're able to get into OpsGenie.

By virtue of adding them as a User in OpsGenie (either User or Admin role), does that automatically give them the User Product Role for JSM in Atlassian Admin?  I know both are licensed together under one license, but I'm not clear on what happens when a user is added directly to OpsGenie (as a User or Admin).

This isn't clear to me, and from a provisioning standpoint, I want to make sure we understand how to craft our processes so that users added through OpsGenie are also added to the right groups in Atlassian Admin, not just to individual Product roles.

Thanks!

Joseph Chung Yin · Answer

@Noah Miles -

Yes, your understanding is correct.  Users/Admins for OpsGenies is managed separately.  I would recommend that you may want to contact Atlassian Support (https://support.atlassian.com) to obtain further clarification and suggestion as needed.

Best, Joseph

Noah Miles · Answer

This is helpful.  Thanks!

I don't see OpsGenie mentioned at all in that KB, though.  So just to be clear, if I add a user to OpsGenie directly and make them a User or Admin, that has no impact on their Jira Service Management role?  Yes or No?

Right now we don't have an active integration between OpsGenie and JSM.  But we plan to soon.  So I want to be sure I know what we need to do when we enable that and want them to be Users / Agents in JSM.  It sounds like adding them as a User or Admin in OpsGenie has no impact on JSM their access to JSM.  So that is a follow-up step we do - grant them access to JSM as Users / Agents - when we enable that integration.  Correct?

If this is all correct, how does licensing work?  I understand OpsGenie is included with JSM, but if we don't enable users to be Users / Agents in JSM but they are added to OpsGenie, what happens from a licensing POV?

Joseph Chung Yin · Answer

@Noah Miles -

In Atlassian Cloud env, OpsGenie users don't automatically obtain access to other products.  In regards to JSM, your users may have access to your JSM projects as customers - who have access to the Portal UI to submit his/her issues against your projects.

Here is a reference link that you can review on users mgmt for JSM - https://support.atlassian.com/user-management/docs/manage-jira-service-management-customer-accounts/

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.