Ash Young Atlassian Team

@Viswanathan Ramachandran Sharing more on our plans However, I like to know where will be the vault hosted and who will control it? do you have inbuilt vault or integrated 3rd party vault? We are to provide JSM Sensitive Data Vaults by using PCI-DSS compliant "data privacy vaults" with a 3rd party vendor that holds their…

Typically we'd suggest you configure pause conditions where "status" = "needs approval" or which ever status you've created for your work-items. In this configuration your goals/SLAs would be paused when ever the status matches this state.

We enable features/experiences based on your unique URLs. In this case you'll just have the new experiences when you use SLAs on your sandbox environment - this won't affect your data. We've ensured that the new and old experiences are compatible - so there won't be any actions/breaking changes for your existing SLAs

SLA's integrates with Automation to target custom fields - would you mind sharing more about your specific workflow and why is isn't working today?

Hi @Dave Mathijs we've heard the need for better calendar and workforce schedule features so you're not alone. Please join the EAP and share your feedback! Also feel free to leave your thoughts here in a comment!

Hi @Matthew Sinclair Please sign up with you sandbox URL!

Hi @Dave Mathijs @Susanne Pietschmann @Jimi Wikman @Rilwan Ahmed @zoltanersek _outpostlabs_dev_ @Matthew Challenger @Dirk Ronsmans @Luke Schneider @IFlow Helpdesk @david_trevino_jackson_com @Ryan Klappenbach @Andreas Hausjell @Kyle Zuo I've just posted about our formal EAP program to enable an early version of the…

Hi @James Clark | TribusIT We're not changing the permissions structure just yet - we've just release the new App admin role and it's boundaries/scoping. You can read more on these two pages to understand how App & Space roles will interact. What are app roles in Jira Service Management What are space roles in Jira Service…

Thanks @Yong Yang you're heading in exactly the same direction we're heading. On your first point about: Naming & Scope (CSM alignment) Customer Service Management is a separate App within the Atlassian suite. In future we'd like to offer separate delegated App admin access to CSM as well (i.e CSM App Admin). Noting that…

Hi @Dirk Ronsmans I'll keep you and this group updated. I'll be making some updates to support.atlassian.com and update this blog with those details as well. Stay tuned!

Hey @Stuart White Portal-only account are designed to support external service desks. Theres more details on this page Portal-only accounts should only be used for external service management (e.g. an ecommerce company offering customer support, a public service desks open to members of the public, etc...) In these…

Hi @Lars Bollow Using Guard to connect multiple IdPs in Atlassian Admin requires an Enterprise subscription. You can read more about the functionality here. This is to use an IdP for your Atlassian Accounts (internal accounts) This blog refers to connecting an IdP to JSM for Portal-only accounts (external accounts). We…

@James Rickards _SN_ Thanks for the additional details on how you use JSM. I've got some more questions about how you operate and structure your service desks. * On your service desk - who are your primary helpseekers?* Are they internal employees or external individuals? Any more information about who you serve with JSM…

Hi @Stuart White We currently don't support changing emails on Portal-only accounts. On your note about changing Portal-only account emails - you can follow along and vote here We currently don't support multiple IdPs for Portal-only accounts. On your note about multiple IdPs - you can follow along and vote here This…

Hi @James Rickards _SN_ I can't comment on how your IdPs are set up without getting on a call with you. I can comment on "prevent random emails from creating a customer account". In this scenario you should be using "allowlist" functionality in conjunction with "prevent users from creating accounts". When both of these…

Hi @Noah Dinlemez Please send me an email at “ayoung3atlassian.com” We can arrange something from there!

Hi @Noah Dinlemez We've not previously had a public API to migrate Portal-only accounts -> Atlassian accounts. The bulk actions we've created were designed to solve once off migration/process change tasks that admins were encountering (e.g. migrating from JSM DC to Cloud or transitioning an entire service desks from using…

Update 15th April 2025: Today we're announcing our Early Access Program (EAP) for JSM external customer SCIM (System for Cross-domain Identity Management). You can read more sign up for the SCIM EAP here Thanks, Ash

Hi @Diet Bos Not today, but we've got a feature request ticket here - please add your vote and share some more details about your use case Many thanks, Ash

Hi @Chris Rainey Your keen eyes and memory are correct! We've continued rollout of Priority group to all JSM customers (previously this was only for the Enterprise tier). Priority group is now available for all JSM customers and we hope you're enjoying it. I've also updated the blog to reflect this. Let us know if you have…

Hi @Yatish Madhav Unfortunately theres no current way to "reindex" or "sync" as you describe. Your use case makes complete sense. You are able to add customers in bulk once off via the "customer" or "organizations" pages (You can add up to 50 users at a time) or alternatively you can use our API to perform this once off.

Hi @Syed Gillani Adding "xyz.com" to an organization will automatically add any accounts that match this domain to the organization. Please note that "xyz.com" relies on an exact match and does not support wildcards (e.g. "xyz.com.au" is a different domain) Also note this feature does not add existing accounts to the…

Hi @Simon Sahli You won't need to use "@", you can simply use "test.com". Please note that "test.com" and "test.com.au" are separate domains and will need to be added separately.

Hi @Henri Volk You can add up to 10 email domains per organizations. You'll be able to add "acme.com" and "fubar.com" to the same organization. We don't have a "blocklist" feature at this time. You'll need to explicitly remove users from an organization, or deactivate their accounts if they should no longer have access to…

Hi @Adam Kassoff You're also able to create customers and add customers to organizations via API. Read more about creating customers via API here Read more about adding customers/users to an organization via API here

Hi @Adam Kassoff Yes, SSO JIT Provisioning will create an account (Portal-only account or Atlassian account, based on your settings). When an account is created, the email domain rule will check if the account needs to be added to the organization(s).

Hi @Rebekka Heilmann _viadee_ The email domain feature will work for Atlassian accounts with the "Customer" role. We will continue to respect Atlassian account privacy settings and display "private email address" in JSM.

Hi @Jacques Organizations are still accessible from projects on the "Customers" page. Project admins and Agents (depending on your settings) can use this new feature from this page.

@Nick Jones Our SSO feature is SAML 2.0 compatible. As long as Keycloak is able to connect to JSM via SAML 2.0 and treat JSM as the "service provider" you should have no issues.

@Alex Ray SSO is simply a method of authenticating for the help center. If you choose to remove SSO as an authentication method, JSM will revert to Email + Password. Users will need to use the reset password flow to access the help center. Turning off SSO does not "deactivate/delete" an account - once a user sets a…