Licensed vs unlicensed users and access JIRA projects

[Cristophe Pepe]

Hi,

At my company we are currently using JIRA on premise and will have to go to the cloud.
For the moment, we are using Kanban bards with our customers.
We are a service center. Thus, we want to use JIRA Service Management (which includes everything about SLAs, etc.).

I'm doing some tests on a temp environment. I've created:

- I've created a JIRA service project

- 1 Jira software project with Kanban template.

My idea was to create 1 service project per customer. Manage everything in there, permissions, etc. Also the "versions" (we're using them for release management and create swimlanes based on "fixVersion" in our Kanban board) + create 1 Kanban JIRA project and create 1 board per cutomer.

In Jira service project, I've added a "customer". He gets the "Service Desk Customer" role. Which is a "unlicencied" role.
I've added the same user to my Jira Kanban project.

But if I authenticate with my user and I try to access the Kanban board, it's automatically redirected the the project portal page.

Can you please confirm that it happens because of the "unlicencied" role of the user?

How could I achieve what I describe here above? Thus: JIRA service desk is perfect for our service center.... but how to give access to a Kanban board to our customers (with possibility to create swimlanes and so)?
Is the only option to create a specific "licenced" "Customer" role?

Thanks a lot

Best regards 

[Mark Higgins]

Hi Cristope,

The short answer is that you can not at present, as Customers can only see the portal.

Once, they are inside your 'project', then they are a licenced user.

You can present / share Dashboards, which it's not quite the same, but it would allow you to share the project information with your customers.

Hope this helps.

Mark

[Cristophe Pepe]

Hi Mark,

Thanks for your answer.

If I follow the documentation on this page: https://support.atlassian.com/user-management/docs/manage-jira-service-management-customer-accounts/#Original-user-management-content, other option is to have Atlassian accounts for our customers. Of course they are licensed, but then we can use the same account for Jira Service Management, Jira Application, Confluence, etc.

This is also an option for us.