Jira Service Management – Internal customers: Just-in-time!

[#1]

Starting this week (15 November 2022, release tracks to follow) we are excited to announce an important update to the way that internal customers (such as employees as customers) are created in Jira Service Management for organizations using SAML-based Just-In-Time (JIT) provisioning via Atlassian Access.

This is a very specific change. It applies to organizations that are:

1. Using Atlassian Access to synchronize users.

2. Have configured their IDP to use JIT provisioning (e.g. users are only synchronized from the IDP when required, not in advance).

3. Allowing Internal Customer accounts to be created for Approved domains via the JSM Help Center. Learn more

Previously, organizations with this configuration would have had external customer accounts (also known as portal-only accounts) created for these users when they access JSM via the Help Center login page for the first time.

With this change, internal customers will be able to sign up via the Help Center login page and have Atlassian accounts provisioned automatically. Just-in-time sign-up will also be available for single sign-on (SSO) enabled sites.

This is another feature that helps support Internal Customer use cases in JSM, ensuring your employees can reach service teams with the least amount of friction possible.

If you have any questions or would like to provide feedback, please leave a comment below.

[Alex Ferraro]

How can you associate a new created just in time external portal-only customer with a specific project in jira service manager?