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Sharing customer accounts in JSM Edited

Hello,

I have the following use case: a support team would like to handle requests from their external client via their internal JSM instance. The client would like to create a single customer account that the client's team would be sharing instead of creating dedicated customer accounts for each team member. I was looking for information on whether such activity would be compliant with the JSM account management policy, but didn't find a definitive answer. Please advise.

Cheers,
Magdalena

2 answers

2 accepted

0 votes
Answer accepted
Jack Community Leader Jun 08, 2021

I would not approach that problem in that manner. If you share a single user account then you really don’t know who open the ticket. JSM is designed such that you can create an organization and add all the individual customers which are free and allow them to open their own tickets. In this manner you can track or accurately the customers issues.

Good point @Jack, thanks! Still :) do you know whether customer account sharing is even allowed?

Jack Community Leader Jun 08, 2021

Well sure you could create a single user and tell everybody what the user ID and password is there’s nothing to prevent you from doing that. The Question is who will receive the notifications sent by Jira?

Fair enough. Once again, thanks for your insight!

0 votes
Answer accepted
Daniel Ebers Community Leader Jun 12, 2021

Depending on how large the client's team is this looks like a challenge to change the password for the role account. They would have to do it as soon a team member quits.
I agree with Jack - it would be better, not just for security reasons, to use the functionality like it was designed with JSM.

There is some further reading available with Atlassian, just in case you want to have a look:
https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-managing-customers-in-jira-service-management

Thanks @Daniel Ebers! Yes, I agree that such an approach could cause security issues. That settles it :). Cheers!

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