Hi Todd, welcome to the Community. Can you check to ensure these users are only listed as customer? Project settings > People and look at one of these customer and see if they also are listed as agents. another thing to check - Jira settings > User management and search for one of the user and view details. Is the Jira Service Desk app enabled?
They are not Agents but they do have access to Jira Service Desk. This is an internal Service Desk and the Customers are Employees. I am using Atlassian Access for SSO and the documentation states that if Users are assigned the "jira-servicedesk-customers" Group they will only have access the Customer Portal but SSO still enforced without consuming Service Desk or Access license.
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I can say what actions resulted in them getting access but to clean up you need to disable their access to JSD.
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That seems to have fixed that issue but now when users land for the first time from OneLogin the auto-provisioning not working. That's another issue though I guess.
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