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Confluence guests VS JSM customers?

Jonathan Porta

Hello all,

I need help to understand the interactions between these two types of accounts...

We use JSM for a long time but we did not had any public knowledge base linked.

Now we have built a public documentation which can server as a knowledge base.

This dedicated space use guest accesses so we keep a list of who can access what. Some of these users are obviously also JSM users, as they enter support tickets.

The common point is that they are not licensed users. What is the link between two accounts (one guest and one customer) registered with the same email address? Are they not fully independent?

The reason of my question is that recently I have to delete some guest user accounts (who were still invited) because they couldn't login into the support portal anymore...

Thanks in advance.

Accepted answers

Jonathan Porta

Finally I had the confirmation I needed. JSM customers are NOT real users.

If you have a JSM customer, and you want to give him an additional access to another Atlassian app, you have to use the three-dots menu and use the Migrate to Atlassian account instead of inviting him as a guest. It will disable the JSM user, create a real user in your directory and give him the access to JSM as a client. From there you can add apps and roles.

Please know that nothing will prevent to invite the same person twice and it will create two accounts with the same emails and results in some strange side effects, like Confluence being broken, or user not being able to connect to the portal anymore.

All comments

Jack Brickey

Hi @Jonathan Porta , there is only a single user for the email address. If they are a customer then they will have access to any linked KB. You can provide guest access to a person (non-customer since they have access already) without making them a customer.

unsure if I have accurately captured your question here. 🤔

Jonathan Porta

Ok, imagine that we have no KB. We have registered users in JSM as customer. Now we want to let these customers access Confluence as guests. Should we invite them as guests? or should we do that another way?

For the moment the Confluence space is in beta tests by key clients, so we don't want to link it as the official KB until widely used.

Jack Brickey

You likely have already seen this, but just in case I wanted to share some documentation that explains guest access. There are some limitations to be aware of here, of course. In any case it sounds like you are simply wanting to give some or all of your JSM customers access to a confluence space that is not a KB. Since they are already part of your organization, you simply need to follow the steps to provide them guest access.

invite-guests-for-external-collaboration

Jonathan Porta

Thanks!

That's indeed how I have invited our guests...

What's confuse me the most is that if I look at the user profile of the guest I have that:

And when I look in the Jira Service Management customer list

If it is the same account, why is the user from the screenshot not part of jira-servicemanagement-customers group, which gives access to portal?

(the other groups are there to segregate access in the Confluence space only)

Jonathan Porta

Finally I had the confirmation I needed. JSM customers are NOT real users.

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