New customers are automatically added to Jira users

Question

Hi there,

when we invite a new customer to Jira Service Management project, the system adds him/her as a new Jira user with Jira Service Management Customer Access user role within a respective group. What setup option affects this? I need new customers to be portal only by default.

Thank you for your help.

Best,
Lukas

Rebekka Heilmann (viadee) · Answer

That shouldn't happen.

Can you provide a screenshot of the UI where you add the customers? Also double check your product access settings - does the Customer possibly belong to a domain that you automatically add as Jira users?

Lukáš Kabíček · Answer

Hi Rebekka,

thank you for your message and nice words.

I'm inviting new customers via JSM project - Customer tab. However when I invite the new customer, he/she doesn't receive a welcome email and is transferred into Jira user in a while. I need to turn off this behavior.

Thanks.

Rebekka Heilmann (viadee) · Answer

Hi @Lukáš Kabíček and welcome to the Community,

there are multiple things affecting what you describe.

For one, you are probably inviting users via the admin.atlassian.com UI. You cannot add Portal-Only Customers from there. To add Portal-Only customers you will need to navigate to a JSM project and go into the Customer Tab. Add Customers from there and they will be portal only.

As for being added to Jira as well as JSM, you might want to check your Product Access settings as described here: Select Default Product Access while Inviting User | Jira | Atlassian Documentation