Atlassian Access & Portal Customer

Question

Hi,

We would like to give some of our employees (end-users) access to our ServiceDesk as customers only.

We also would like to have them identified via SSO and we know we have to subscribe to Atalssian Access to use SSO.

But will we be billed for those end-users as they are assigned as customers only?

Cody Stevens · Answer

I am actually going through the same process right now and I have a couple things to add on to what Angelica said.

We will be using Okta to auto-provision users into our Jira instance. Like Angelica said, they will be "full" users without any product access which makes them completely free with portal only access.

I don't know about you but I allow access to my portals via customer organizations. Unfortunately, it is not possible to have the auto-provision add them to an organization so there are two options for you with this. If you don't care about your teams being able to see each other's tickets, you could create groups to replace the organizations and have your users be added to a specific group. You would then grant access to specific portals for those groups.

The only other solution I have been able to come up with is to use two other services in conjunction with Atlassian Access and Okta. Luckily for my situation, we were already doing this so it wasn't an extra cost for us.

Those services are

* Workato
* Automation Lite for Jira Cloud (there is a paid version as well)

I will be using Workato during the auto-provisioning process to create a ticket inside Jira, this ticket will contain the user's information provided from Okta. Automation Lite will be will be looking for the ticket from Workato and once the ticket is made, depending on the department will determine what organization they will be added to.

I know that's probably difficult to understand so as an example I have uploaded a screenshot of the automation. This has been tested and works flawlessly. As you will see, Automation Lite allows me to use custom fields for the input values. This is how the user information is pulled from the ticket.

EDIT: Workato is basically OpsGeni. They do the same stuff and since Atlassian acquired OpsGeni, it may be better for you to use that if you were to go that route.

Angélica Luz · Answer

Hello Maxime,

Thank you for getting in touch with Atlassian Community!
For internal users to be only customers on a Jira Service Desk project, you just need to remove them from the group jira-servicedesk-users, so they won't be able to access the project internally, only through the customer portal.
Portal only customers are not billed, so if the users are not on jira-servicedesk-users, they won't count in the billing.

Related to their login on customer portal, currently, it's not possible to integrate SSO with Service Desk. We have a feature request suggesting the implementation of this ability:
- https://jira.atlassian.com/browse/JSDCLOUD-630
Please, click on vote and watch to receive updates about the feature.

But, as these users are internal users, they can log in direct on yourinstance.atlassian.net with SSO, but as they won't have any license, they will be redirected to the customer portal. If they have access to other product, they will need the direct link to the portal.

Regards,
Angélica