Jira Service Desk Customers

[Philip Newman]

I am using Jira Service Desk, We do have SSO via Azure AD setup.

For licensing purposes I would to limit users to being customers of my service desk. What is the best method to either A: Onboard them into the system so they can use the service desk? B: Allow SSO AD sign in for these customers to make logging in easier?

[Angélica Luz]

Hi Philip,

Thank you for reaching out to Atlassian Community!
The best method depends on how you want them to log in.
If you invite them directly in the project on the customers' page, they will receive an invite with a link to create the password and then they will already have access to the project. Using this process they won't receive a license by default.

If you want them to use the SSO, firstly you need to disable all product access to make sure that they won't receive a license, so go to Administration > Product access and disable all the products so new users won't have access to any product. Once it's disabled, then new users of your domain will be synced and a new account will be created in Jira. After the account is created, you will have to manually add this new user to the service desk project.

So, the difference is that if you add them as a customer directly in the project, you won't have much control of the account.
If you use SSO for their accounts, then you will be able to manage their accounts and they will have a different way to log in.

If you have any other question regarding this matter, please let us know.

Regards,
Angélica

[Philip Newman]

We want to use SSO. How are the new users synced? We are using Azure AD Sync, but i'm not seeing the users populated in the users section under site admin.

[Philip Newman]

I should clarify, we are using Atlassian access. I would like to populate the Service Desk customers from there.

[Jeevan Desarda]

Hello Philip,

Azure AD does support Atlassian Cloud SSO intergation and User Provisioning. That means you can enable SSO to Atlassian JIRA and Confluence in the hosted/cloud version. You can find these tutorials from here https://docs.microsoft.com/en-us/azure/active-directory/saas-apps/atlassian-cloud-tutorial and https://docs.microsoft.com/en-us/azure/active-directory/saas-apps/atlassian-cloud-provisioning-tutorial

For On Premise version you can only do SSO and that is explained in this article https://docs.microsoft.com/en-us/azure/active-directory/saas-apps/jiramicrosoft-tutorial and https://docs.microsoft.com/en-us/azure/active-directory/saas-apps/confluencemicrosoft-tutorial

We are planning to support SAML JIT user provisioning for JIIRA and Confluence. Can you please submit that request here https://azureadapps.atlassian.net/servicedesk/customer/portals

Thanks,

Jeevan Desarda

[Angélica Luz]

@Philip Newman, if you want customers to login using SSO, you must migrate their accounts to Atlassian account, so they will appear on the Users' page.

When a customer is added to the instance, their accounts appear on Administration > Jira Service Desk, so you must go to this page and click on ... next to their names and click to Migrate to Atlassian account. Just make sure to disable the application access (Administration > Product access) for each product, so the customers that you migrate won't receive any license.