Create portal only customer

[Stefan Voogt]

How do i create portal only customers?
when i Add them via customers in the service project as I understand from the documentation.
I still don't get to see them as a portal only customer in the administration section?

[Jack Brickey]

Hi @Stefan Voogt , when you add the user via project/customers are they set to a service desk customer role in that project?

[Stefan Voogt]

Yes

[Bob Boursaw]

Hey everyone, 

The type of account the user receives when accessing/signing up for the portal is going to be determined by the customer access settings configured within your environment.  

Depending on the user having the same email as one of your approved domains and the access settings granting the JSM Customer role, then attempting to log into the portal for the first time is going to result in an Atlassian account being created and not a portal-only (help center) account.

There are a number of potential scenarios when it comes to portal access and customer access settings, so to circle back to the main question asked, for setting up a portal-only account, I'll share a configuration that will accomplish this.  For this example, I'll assume the following.

• The user attempting to access the portal does not have an Atlassian ID
• They do not have an email address that matches any approved domains that grant access (JSM Customer role)
• In the Customer Access Settings, under External, "Allow portal-only accounts to be created for new customers accessing the help center" has been checked
• Under Portal Access, Allow Customers to create accounts, has been checked

When the user first attempts to access the portal, they will be prompted to complete their "Help Center" account setup, as regardless of the "account" being an Atlassian ID, or a portal-only account, an account creation/validation process does occur when first accessing the portal.

In a situation where your customer access configuration grants the user trying to log in the "JSM Customer" role, this will result in an Atlassian ID being created for the user.

Thanks, all!

Bob

[P_D_ Foerster]

Well, I have the same problem while testing.

It doesn't matter if I (as JSM agent) create a customer in the service project > customers > Add customers or if they customer tries to sign-up himself the customer user gets an Atlassian account.

According to Atlassian's documentation Add a customer to a service project a portal-only account should be created:

A portal-only account is created for the customer in the service project.

However, this doesn't seems to be the case anymore at least not in mine.
I would be glad if this can be verified.

[admin-nwalter]

I have the same issue. Atlassian Support was of no help either because they kept referring back to documentation, which is at it's current state inaccurate. 

Now it is incredibly difficult to add externals that will only use the portal and be able to change their names, because Atlassian autonames the accounts for you. 

[Joseph Chung Yin]

@Stefan Voogt -

Same question as mentioned by Jack.  It is my understanding that users (customers) once his/her account is setup, they are defaulted to portal user-only - meaning they are called out in JSM project's Service Desk Customers role where he/she access the project via the portal to submit requests only.

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.