Tips on Cleaning up Jira Portal Customers

[Yatish Madhav]

Hi

I am looking for some advise on how to clean up Jira Portal customers under Admin > Products > Jira Service Management.

I usually export the list filter out the domains from the email column then vet each of them to see if they are valid domains or our or client/contractor/vendor email domains, etc. I also dont want to go find how many tickets they created as that woul be tedious too.

It is quite time consuming as I dont know exactly which may be spam/malware/robot type of portal customer accounts that I should removed and which are valid.

Also, it would be nice to have a allow list and block list for this list across our Jira instance. Any idea on that too?

Please advise or share your processes if possible?

Thank you

Yatish

[Dave Mathijs]

Hi @Yatish Madhav 

A couple of questions:

• How many service projects (portals) do you have?
• How many customer accounts are we talking about?
• Are they portal-only accounts or atlassian accounts or both?
• Are you using SAML sign sign-on?
• How are the customer access settings configured? Are customers allowed to create their own accounts? Are customers added only by agents and admins?
• Are you using approved domains?

[Yatish Madhav]

Thanks for the reply @Dave Mathijs 

How many service projects (portals) do you have? We have about 20 at the moment

How many customer accounts are we talking about? On exporting the current portal customers from Admin > Products > Jira Service Management, there are just over 500

Are they portal-only accounts or atlassian accounts or both? There are some that may be Atlassian accounts but majority are portal only customers

Are you using SAML sign sign-on? No

How are the customer access settings configured? See below

Are customers allowed to create their own accounts? Yes

Are customers added only by agents and admins? Yes, some are added by agents and some SDs are accessible to anyone logged in.

Are you using approved domains? On some of the Service Desks, yes

[Dave Mathijs]

Thanks for the quick feedback.

If customers are able to create their own accounts, I suppose you have an approval step by either having someone approve the request manually or by confirming the email address?

Unless there's an explicit requirement for customers to create their own accounts (because it's a public portal for example), would restrict this.

You could use the last login date as a criterium if that makes sense.

Have you noticed any bot accounts create tickets? Maybe you can label all issues created by bots to have an idea of the numbers/percentage?

[Yatish Madhav]

Thanks @Dave Mathijs 

How can there be an approval step for customers creating their own accounts?

The Last login date always shows Never accessed as they may log tickets and updates via email.

I have not delved that deep due to the number of accounts but will probably have to write a script to be able to pull the states like that.

I wonder if you or anyone else or Atlassian themselves have some best practices around Jira portal customers clean up?

Thank you

[paul_price]

Support this inquiry and hope there is a solution soon. The customer user export needs to be expanded to show last interaction date (email, login, interaction) so that we can see who truly is engaging with tickets and who isn't. We removed hundreds of customers last year only to find the activity date was specific to the portal interactions, not including email. Quite a bit of clean-up to get the customers back on-line after that.