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JSM customers and access granted to Jira Software

Coline Laprade February 14, 2024

Hello everyone! 

I am having a question related to the access between JSM and Jira Software. We have recently moved our customers from Jira Software to JSM. However when they log in into JSM it grant them access to Jira Software. 

The purpose of having them moved to JSM as customers only, is to not pay for a license. 

Do you know how we can prevent our customers to have access to Jira Software while getting connect to JSM? 

Thank you much for your feedback, 

Coline 

1 answer

1 vote
Mark Segall
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 14, 2024

Hi @Coline Laprade - This is all in the permission scheme.  If you're using the default permission scheme that comes with JSM, only those who have been granted the "Service Desk Team" role will have backend visibility.  Even then, those users would only consume a license if explicitly granted the Jira Service Management product access (typically being a member of the jira-servicemanagement-users group). 

Customer access is managed through a number of different mechanisms:

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/

Coline Laprade February 14, 2024

Hi @Mark Segall , 

Thank you for your swift feedback, 

 

I didn't find what I am looking for in the link provided. What we want to avoid is that our customers, which were users of Jira Software and now using JSM, to have access automatically to Jira Software when they log in into JSM. 

Mark Segall
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 14, 2024

There are two mechanisms for logging into Jira:

  • Backend: This is primarily driven by product access (e.g. Jira Software, Service Management, etc.)
    • https://YOURSITE.atlassian.net
  • Portal: As you create new Jira Service Management projects, they will also generate a portal.  The link I shared provides different ways that you can grant access to them as customers.  As customers, the portal provides a different interface:
    • https://YOURSITE.atlassian.net/servicedesk/customer/portal/X

So, if they are still Jira Software users, they will still be able to log in to the backend and work in the capacity of a scrum/Kanban team member.  If they should ONLY be customers going forward, they need to be removed from all groups that have been granted product access to Jira Software.  For this, you'll need to be a member of the Site Admins group which will grant you access to the Admin site (https://admin.atlassian.com).

Coline Laprade February 15, 2024

Yes I understood that and this what we have done while moving our customers from Jira Software to JSM. However as soon as they connect to their account they are automatically granted access to Jira Software while all their accesses have been removed. 

As an admin, I receive a notification from Jira telling that the customer has been granted Jira Software access while getting connected to his account. 

Is it a known bug?

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