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To give customers access to Jira Service desk do I need to allocate them a license

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We have Jira Service desk integrated into Jira Software and user management is done by Atlassian Crowd. We have created a customer portal and invited a customer to connect. They create an account which I see reflected in Crowd but they are unable to log into the portal as they get endless Captcha requests.

Do we need to assign them to the Jira Servicedesk users group in order for them to be able to log in ?

It seems a bit peculiar if we do as that will have an impact on license costs.

Thanks, Mark.

Accepted answers

Alexey Matveev

Hello,

No you do not need to give them Jira Service Desk license. You should add them as customers to your Jira Service Desk Project.

https://confluence.atlassian.com/servicedeskcloud/adding-customers-852724126.html

Try to reset captcha

https://confluence.atlassian.com/jirakb/how-to-reset-failed-login-count-from-within-jira-442270086.html

PJ Wysota

1. For Portal access only - You don't need licenses.
2. The same would be for Customers with approval

But You need to setup Customer Portal Access in Project configuration

All comments

Alexey Matveev

Hello,

No you do not need to give them Jira Service Desk license. You should add them as customers to your Jira Service Desk Project.

https://confluence.atlassian.com/servicedeskcloud/adding-customers-852724126.html

Try to reset captcha

https://confluence.atlassian.com/jirakb/how-to-reset-failed-login-count-from-within-jira-442270086.html

PJ Wysota

1. For Portal access only - You don't need licenses.
2. The same would be for Customers with approval

But You need to setup Customer Portal Access in Project configuration

Great, thank you.

Thank you...

You are welcome!

Just a quick update to this in case anybody else has this issue. We run Jira server and user management is done via Atlassian Crowd. The problem we faced was where customers were invited to access the customer portal and created their own accounts they were created by default in the Crowd directory. The users were then unable to log into the portal as the accounts were not in the Jira internal directory. To get past the problem initially we created the user account manually in the Jira internal directory and the customer was then able to log in correctly.

Going forward I will raise a ticket with Atlassian support as running Crowd should not be a blocker to customer portal access.