Multiple JSM End-Customers - Best Portal Login Experience?

QMSpot | Patrick Gehlich

Hello,

we have Atlassian Premium Licenses - JSM Premium, Teamwork Premium.

Now we need to setup 3 independent/Dedicated JSM Spaces for Ticket systems for multiple different EXTERNAL End customer organisations. We need to split them into different Spaces!

My plan was to work with the Identity Provider and our customers AzureAD Accounts since we already administer them. But i read, that we need Atlassian Enterprise licensing to add multiple different Identity Providers.

Example:
M365 Tennant 1 = External JSM Customer 1
M365 Tennant 2 = External JSM Customer 2
…

Now my second plan would be to manage, that the Employees of our end customers register their JSM Portal Only Accounts, when they open their dedicated Service Desk Portal.

Now my question:
How can i manage, that the new registered users will be applied to the Customer Organization?
A new registered user, doesn´t show up in the customers list. Only when he opened a new ticket.

And how can i manage, that only 1 Customer Organization has access to their dedicated JSM Space?

Since i cannot use multiple identity Provider i run into some problems.

Thanks a lot.
Patrick

Matthew Sinclair

You only need Atlassian Guard Standard to engage an IDP/SCIM system - Enterprise works as its baked in - but its a premium price package at that point (FYI - took ACP-520 recently hehehe).

So you have a couple of ways to do this - if all of these are strictly employees - internal users if you will - you could provision accounts and just auto-grant "JSM Customer" seats - which are non-billable/free.

This is what we do in our ecosystem to enable access to the support system. Course bulk of our users use Jira/Confluence so its also how they get access requests submitted.

I also more or less cheated by adding the default JSM Customer group as a "customer" to our JSM Support system as I didn't want to see 5000+ customers in the list. <cringe>

I'm still learning nuances of customer management but I'm very interested in watching this thread for maybe gaining ideas on how to handle JSM's sister app - CSM.

Aside from that - external portal only accounts are the only way - which you should require some kind of registration - but you'll want to restrict domains to prevent public leakage. Using the IDP/SCIM route would be better honestly.

Still a little green on this external user access - lot of unknown waters to me here.

No ones been able to provide me a best practices manual for deploying CSM for external access - yet.

IDPs get a little picky about working with accounts at times. (Ours does for sure - various security policies)