End user request process

Question

I'm setting up a helpdesk using Jira Service Management and have a question regarding end users putting in tickets for support. Do the end users need to create a user account with Jira (not licensed) in order to access/submit a ticket? I really don't want to reach out to all employees and let them know they need to setup an account before they request any kind of service.  If there is a KB article regarding how to "pre load" users in Jira so they don't have to go through account setup, please share.

Kind regards,

Shawn

Trudy P Claspill · Answer

The customer will need to have an account. Without an account, Jira cannot associate the customer to the submitted request. There are different methods for creating the account.

There are different places to configure customer access settings. A Jira Product Admin can select overarching settings for your JSM product (not specific to any single JSM project) by clicking on the gear icon (near their avatar) in Jira, then selecting Products, and Customer Access in the Jira Service Management section.

https://support.atlassian.com/jira-service-management-cloud/docs/change-global-customer-permissions/

There are also custom access settings per JSM project.

https://confluence.atlassian.com/jirakb/how-to-manage-access-to-your-jira-service-desk-cloud-967872675.html

Depending on how you have the above configuration set up, you can allow the user to access your portal (by sharing the portal link) and allow them to create the Atlassian Cloud account themselves.

You can also "invite" customers to a service management project by going to the project's Project Settings > Access page and using the Add People option to enter the customer's email address and assign them the the Service Desk Customer role. That will send an invitation email to the specified email address. The customer then has to click Accept Invitation, which will take them to the Atlassian Cloud portal. If the email is not already associated with an Atlassian Cloud account, they will be prompted to complete the sign up for such an account.

Shawn Keiser · Answer

I'm new to this, so please bear with me. I and my other help desk admins setup our accounts on the site and login here:

https://id.atlassian.com/

Management has created a project in the Service Management portal of Atlassian.  I'm working on setting up the Request Types for help related issues, creating KB information, etc.

I've dumbed down the options in the Customer Portal, because we don't need a lot of the options that it comes with.  However, I'm curious how a user would access the Customer Portal.  Would we share the URL with them and then they must create a user account/password in order to access the Portal to request help?

Again, I'm new to this so forgive me if I've misspoke or described something incorrectly.

Trudy P Claspill · Answer

Hello @Shawn Keiser

Welcome to the Atlassian community.

Are you using Atlassian Guard with your Atlassian Cloud products?

How do your users who are JSM agents gain access to Jira? How do you handle authentication for them? Did they each set up an Atlassian Cloud account, or do you have your Atlassian Cloud environment linked to an Identity Provide for provisioning and authenticating users?