Is atlassian access needed for customers?

[Linda B_]

Hi,

our organization is planning to transition from an old ticket system to JSM Standard for providing IT support to our employees. On our old solution, we have LDAP synchronization and authentication. So we have imported all users of our organization in the solution.

I'm a bit confused about how JSM Cloud and users work. Our organization uses also Microsoft 365 (Azure AD) and there will be only about 30 agents - managed accounts (as I understood). I could handle adding them manually if needed. The issue would then be with customers (employees of the organization) who would log in to the portal and submit requests. Do I need to use Atlassian Access for this even though they are not managed users? We need closed portal just for our organization and import at least open tickets...What is the best solution without Access? Is it even possible?

Thank you for your answer.

[John Funk · Accepted solution]

Hi Veronika - Welcome to the Atlassian Community!

Part of the process (actually step 1) of implementing Atlassian Access is to verify your domain. When that is done, all users in that domain(s) will be considered managed users, even if they are customers. 

And you should want them to be handled that way anyway if they are internal users so you can get SSO and provisioning/deprovisioning for them. 

[Linda B_]

Hi John,

thank you for your answer! We currently has over 14k possible customers. As you can imagine the cost of that would be huge. I'm trying to find another solution.

Thank you.

[John Funk]

Sorry, let e be clearer. They will be managed users, but if they are only Customers, there is no charge in Atlassian Access for those. 

[Linda B_]

hi, thank you for replying! Apologies, I haven't noticed the notification about your response.

So they can still sign in through SSO to portal even though they are not managed (paid for) users? Just double-checking..

[John Funk]

No, if they are not managed users, I don't think they will go through SSO.