What is the difference between directory and user management?

[Antonia]

Under our service management project there is the “Directory” node, I see that there are customers in there. Are there only customers in there?

Then there is “User Management” in the settings. Apparently only people who are anything other than customers are listed there, is that correct?

[Jaime Escribano]

Hi Antonia! Let me try to break it down to you:

"Directory": Shows all the Customers that have interacted with your Jira Servicemanagement Project, so users that have access permissions. These may or may not be Atlassian Accounts (portal-only accounts are different to the ones we are using, for example, to make questions in this forum). Your JSM Agents may have permissions to manage customers in this tab.

"User Management": It's a SITE-LEVEL Permission that allows you to manage the licenses for all users, both Customers and Agents. As an org-admin, you will also manage other Atlassian Apps (Confluence, Compass, etc...). Users designated as "User-access admin" can also perform this operation in a limited fashion.

As a bonus note, a user can be both things. An admin and an agent with access to a project's directory.

[Andrea Toska]

Hi!

The Directory node is used to list customers, while the User Management in the settings is used to add/manage/delete agents. the Directory node can also be used to list organizations through the selection at the top.

Hope this helps!