Duplicated users between JSM y JSW

[Isaac Martin Muñoz]

I am confused with jira software user management and jira service management as I am getting duplicate users. I have several ways to enroll users in Jira Service Management. I can add them by registering them in jira software and giving them a jira service management client profile. I can also register them from JSM by adding them as a customer and I can also register them by entering the JSM project configuration by adding them to people and giving them a JSM Customer profile. Which of the three ways would be correct? Why are they not synchronized and do I have duplicate users even if they have the same email?

[Max Foerster - K15t]

Hey @Isaac Martin Muñoz

Customers are not "users." As you noticed, you can grant users permissions so they have a customer role in a service project, and depending on your configuration, they might consume licenses for the products to which they have been granted access.

You won't be able to do anything similar with the project's customer accounts (Portal-only accounts). Customers also don't consume a license because they also only exist in the respective service projects. There's some good documentation around the topic, explaining the pros and cons and what is recommended for different use cases

• What different account types can customers have?
• Manage your customers 

I hope that was helpful already. :)

Best, Max

[Isaac Martin Muñoz]

Thanks a lot. The problem is that sometimes we register a customer as a portal client only but after sometimes he need access to jira software and we give him jira access so we have two users with the same email. And when we look for a user it appears duplicated as portal only and as atlassian user.

[Max Foerster - K15t]

I feel you. We're facing the same issues every now and then, and it also always requires us to at least go back to old requests to add the new account as a request participant so they have access to their old requests. If you only realize after a while that the user account is necessary and not just a portal-only user, you have already lost. 😂 😅

[Joseph Chung Yin]

@Isaac Martin Muñoz -

I agreed with @Max Foerster - K15t  stated, JSM customers (who can only access the issues via the Portal UI) are typically for JSM product only (not the same for JWM).  For JWM, users will consume an actual license based on my experience.

JSM users and customers are different where users are typically considered one who can access the issues via the project UI.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.