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Customer authentication configuration

Corinne Guibert_lao912

Hello

We are using JSM and have lots of custome registered.

We currently have authentication issue with the integrated system and I woudl like to know if (and how) it would be possible to swith our customer from the existing authentifcation methdod to user/password method.

Or at least if I can manually add some people with user/password authentication method until the rest of the system is back to normal

Accepted answers

Trudy P Claspill

Hello @Corinne Guibert

What is your current configuration for authentication? What problem is being encountered?

Are they customers in a domain you have verified? If so are they claimed accounts?

All comments

Trudy P Claspill

Hello @Corinne Guibert

What is your current configuration for authentication? What problem is being encountered?

Are they customers in a domain you have verified? If so are they claimed accounts?

Corinne Guibert_lao912

Hello @Trudy P Claspill

That's my problem: I don't understand the current configuration authentication (the person who set it up left the company with no documentation). When I'm checking the configuration in Security > External users, there are 2 policy: one with xxx users, who are our internal users and the other one with no user.

So I don't know where are my customers

I don't think we are using the domain verification part.

One of the customer who says he no longer have acess has colleagues from the same company who still have access

I don't know how to investigate the problem and more urgent I need to find a workaround to give access (without breaking the existing access)

Marc -Devoteam-

Hi @Corinne Guibert

Customer permissions don't reside in user policies.

For customer permission settings in JSM in general and on space level, see the following documentation.

jira-service-management-how-global-permissions-affect-project-permissions

Trudy P Claspill

Hello Corinne,

What is the experience of the people who do have access? What happens when they try to access the customer portal?

What is the experience of the people who don't have access? What happens when they try to access the customer portal?

We will need answers to some questions in order to be able to offer you advice on what needs to be changed. Since we are a user community we don't have access to your environment to look at anything directly.

Alternately you can open a support case directly with Atlassian. They can request and you can grant them access to look directly at your environment to help debug the issue. If you want to go that route, here is the link for opening a support case:

https://support.atlassian.com/contact/#/

Corinne Guibert_lao912

Hello

Our real customer is saying " Previously, they logged in via SSO with <Company> e-mail, but they said the option to use a Microsoft account is no longer showing up."

We have a test customer account using gmail. When we did the test with this account, we had a normal user/password windows.

I finally found the JSM authentification configuration

Capture d’écran 2026-03-25 175148.jpg
Does this configuration explain the our current behavior ? Do you know what will happen if check "Enable login with email and password" ? Is it going to impact all my customers ? Only those who have a connexion issue ? Is there a way to do a test on only one customer ?

What do you thing of such configuration ?

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