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Jira service management customer user - no cost?


Hi Community,

So when we first started using the User profile Jira service management - customer for staff that needed portal access but no access needed to the actual projects it worked well (this spring) and I am sure I could see that this user role didn't require a Jira license and therefor no cost for these users. But now all of a sudden I can see that all these users (Jira service management - customer ) also have an active product license for Jira software and when I remove that checkbox ALL other boxes is also un-ticked automatically, except the site access checkbox. When trying to give the user the Jira service management - customer role again it automatically checks the boxes for Jira Software user and Confluence - Guest.

 Does anyone else have this problem?

Shouldn't the Jira service management - customer role come with no cost?


Thanks for your help!

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Dan Breyen
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Sep 25, 2023

We are not being charged for any JSM users marked as 'Customer'.  I found this article that explains the new customer role and its use for Internal Customers.

My internal customers for JSM don't have access to Jira.

I would suggest if you have any billing questions to contact Support ( They should be able to clear it up.  

I hope it helps.

Thank you @Dan Breyen 

I found that apparently we have some user groups for confluence and Jira service desk as default access groups so I think now that this is what is causing us to have more people with product access than what we need. 

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