Jira automatically added a customer to my supposedly closed JSM portal

[정영환]

Question#1

Today I received a letter that a customer I didn't invite has joined our closed Jira Service Management as a customer. 

I found out that Jira Service Management has no admin required. Is this the reason why the customer was able to join? Did he/she joined through customer portal?

If not, how did this customer joined my domain?
Audit log says the author is "Jira" and the user is added through "IDP Directory".

User management says that the user never visited.

Question#2 My supposedly closed JSM has portal set as visible. How do I turn this off?

[Rebekka Heilmann (viadee) · Accepted solution]

What do you want to achieve?

"Visible" means, that this Portal (e.g. this Project) is visible in your JSM Instance's Help Center. If you change that, nobody will see it, customer or not.

It looks like one of your project admins or Service Desk agents invited that person to join the project. 

[정영환]

| What do you want to achieve?

I don't want customers to join our closed service desk without me deleting the project.


| It looks like one of your project admins or Service Desk agents invited that person to join the project. 

I don't think so. If a user is added by a person, its username will be written on the author column. In my case it is 'Jira'.

[Rebekka Heilmann (viadee)]

To hide the portal

1. go to your Service Desk "home page" (www.your-jira-site.com/servicedesk/customer/portals) -> not the specific project's portal, but the parent page
2. Click on "Customize"
3. Edit home page Layout
4. Find the portal that you want to hide
5. Click on the "Eye"-Icon to hide

For your user question... no idea. Sorry!

[정영환]

Oh I already did that before. Then I can assume the customer didn't join our JSM through the portal right?

[Rebekka Heilmann (viadee)]

You'd have to check additional settings, if you want your whole Help Desk inaccessible. Go to JSM Settings (Product Admin Settings) > Products > JSM > Customer Access

Under "External" remove the checkmark from "Allow portal only accounts to be created"

[Marc - Devoteam]

Hi @정영환 

Looking at that the user is added via IDP, I assume that you are linked to you company's user directory.

It seems this user is in your user directory and is therefore added within Atlassian as well.

As the default setting for JSM is customer, the user is now able to use and see the portal.

I would check with your user directory admins how external users are added, it might even be that this user has been added in a wrong OU and that why the user is added and shown in JIra.

[Marc - Devoteam]

For Q2 I second with @Rebekka Heilmann (viadee)

Hiding the portal, will make it hidden for any, not just a single user.

[정영환]

 | Looking at that the user is added via IDP, I assume that you are linked to you company's user directory.

It's strange because I don't have a user directory. Where can I see it? I can't find it.

| Hiding the portal, will make it hidden for any, not just a single user.

Yes I'd like to do so, how can I do it? And if it was automatic user addition, disabling portal won't help, right?

[정영환]

IDP is currently not used in my domain.

[Marc - Devoteam]

Hi @정영환 

Check the audit log for user added and/or identity provider added or removed.