Customer accessing to my Jira project

Fatoumata Siga Coulibaly

Hello Team, 

I have an issue with my JSM project, some customers, when they create their account through the portal, have access to my jira project.

When i check my Admin page i see that their account are set as agents.

 

As you can see , i have 17 agents but 48 users (some we suspended because it is taking up licenses)

 

Thank you

Robert DaSilva_a432as

Hi @Fatoumata Siga Coulibaly , this is strange indeed.

To confirm we're talking about the same thing, can you check the following:

• In the Directory list, can you please find a customer that should NOT have an Agent License, and click their name to display their profile
• Please confirm this customer has the "Agent" license listed beside the Jira Service Management product on the right

Here's an example from a demo site I have:

If we see that user has an Agent License assigned, we should next check the User Access Settings, as that's my first guess as to what might be configured incorrectly.

Navigate to Products in the top bar, then User Access Settings on the left menu.

Here, we want to confirm the list of domains that users are being granted access to automatically.

You should ideally see your company's domain listed, alongside any product licences you want new users to automatically be granted.

For Any Domain, this applies to any users that do not fit in any other grouping. So, this likely is where your customers fall. If you click the Edit access button, we can confirm what type of licenses users are granted, and if that requires administrator approval.

Your best bet is to ensure "Jira Service Management" has "Customer" listed beside it. If it does not, I would recommend changing that to either Customer, or None.

Here's some Atlassian Documentation related to this feature for more in-depth reading: https://support.atlassian.com/user-management/docs/control-how-users-get-access-to-products/

 

Come back and let me know what that screen shows, after removing any identifying information.

Cheers,
Robert