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.
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.
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:
For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...
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