Bulk Actions for JSM Portal-only accounts

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Today, we're thrilled to roll out bulk actions for managing Portal-only accounts. This feature is designed to help administrators streamline their workflow by enabling them to select and carry out bulk actions—like deleting or migrating to Atlassian accounts — on as many as 1,000 accounts at once.

Bulk Delete - Portal-only accounts

Administrators now have the option to select multiple Portal-only accounts and delete as many as 1,000 accounts at once. This upgrade simplifies the process, enabling admins to bypass the monotonous chore of deleting accounts one at a time, which greatly cuts down on both effort and time. Just be sure you’re ready to delete - we can’t restore accounts after they’re deleted.

Bulk Migrate - Portal-only accounts to Atlassian Accounts

Administrators can now select multiple Portal-only accounts and migrate up to 1,000 accounts at once.

As organizations change and grow, it's essential for administrators to update their JSM site configurations to reflect the right account types.

To make this easier, we've rolled out bulk migration. This new feature helps administrators carry out migration or cleanup tasks, making sure every user has the correct account type.

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Which account type is right for my JSM site?

We recently shared some insights on how to choose the right account type for your JSM site. If you want to dive deeper, you can check out that article here. As a refresher, I've highlighted the key differences between "Internal customers" and "External customers" below.

Internal customers

“Internal customers” are the employees within your organization who benefit from services provided by various teams. In these situations, it’s crucial to set up all your “Internal customers” with Atlassian accounts and grant them the JSM Customer Role. This setup allows them to access service desks across your company seamlessly.

If your “Internal customers” are already using other Atlassian products (like Jira or Confluence), they will already have an Atlassian account. In that case, you just need to assign them the JSM Customer Role.

Some examples of “Internal customers” and how they interact with service desks are:

• Employees who raise tickets concerning outages, troubleshooting, or equipment problems for the IT team to resolve.
• Employees who submit tickets for budget requests or reimbursements for the Finance team to evaluate and approve.
• Employees who raise tickets related to payroll, onboarding, or off-boarding for the HR team to handle.

External customers

“External customers” are individuals or groups outside your organization, often representing a portion of the general public. These clients or customers engage with the services your company provides.

In these instances, it’s best to set up “External customers” with Portal-only accounts.

These accounts are tailored specifically for Jira Service Management (JSM) and do not allow access to other Atlassian products like Jira or Confluence.

Some examples of “External customers” and how they interact with service desks are:

• Customers looking to raise tickets for refunds, returns, or issues with defective physical products they’ve bought. (e.g., e-commerce, fashion, or furniture)
• Users who need to submit tickets for problems related to passwords, logins, or billing with a digital service they subscribe to. (e.g., streaming services, digital products, or subscriptions)
• Clients who reach out to outsourced service providers for support. (e.g., consultancies or managed services providers)

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Leave us a comment with any questions or feedback - we’d love to hear from you on how these features have helped you manage Portal-only accounts.