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jira to jira integration

Hi all,

We have a client who is also using Jira Service Desk to log tickets internally, however when logging on they use SSO from within there company.   

I have added them as a customer into our service desk, but it asks them to create a new profile, which they do not want to do, they would rather use their existing account and just switch between service desks when they need to log a ticket with us.  Is there any way we can link their accounts as a customer in ours so they can log tickets effectively? 



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Alexis Robert Community Leader Feb 03, 2021

Hi @Dan Allenby , 


I think in thie case you should add them as a user without access to any product : this way they can then be added as customers on the JSD project, but it will be with their existing Atlassian account. I have done this for example on my test instance for the customer "Adam Driver" : 


Screenshot 2021-02-03 at 10.47.42.png


Let me know if this helps, 



Hi @Alexis Robert


Thanks for getting back to me so quickly.


Unfortunately i am unable to find that screen.  


I can only see the users under the customer that i added in my service desk.  I added the customer name, and then added their email address as a part of that customer. This then asked them to sign up again, but i was hoping it would link to their existing account under the same email. 



Alexis Robert Community Leader Feb 03, 2021

Hi @Dan Allenby , 


you must be a Site Administrator to create a global user account (they're different from the one you create when addind a Customer to a JSM project) :


Screenshot 2021-02-03 at 17.15.24.png


If you're not Site Admin, you should get in touch with the person in charge in your organization.

Let me know if this helps, 



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