How can we automatically authenticate JSM customers when directed from third party webapp?

[Andrew Lee]

We are currently looking into JSM as a ticketing/knowledge base portal for external customers. An issue we are seeing is that customers need to create an account in order to view their tickets on JSM.

Is it possible to authenticate customers seamlessly from our third party webapp without the customer having to create their own accounts or having to login to the JSM portal manually?

[Angélica Luz]

Hello @Andrew Lee,

Thank you for reaching out to Atlassian Community!

Customers’ accounts are stored locally in Jira, so for them to access the portal and create tickets, they must have an account in Jira. It’s not possible to authenticate them from another application.

Also, since they don’t have an Atlassian account (the same as internal users), they can’t use SSO. 

The portal can be login-free, they can create tickets without logging in, but to view them, it will be necessary to log in with an email and password.

What can be done, in this case, is to create their accounts in Jira as internal users (no need to add them to groups, so they won’t count towards a license) and then, use Atlassian access so you can use the User Provisioning feature. 

• Understand user provisioning

Kind regards,
Angélica

[Andrew Lee]

Hi Angélica, 

Thanks for responding so quickly! 

Is there anyway to automate the Internal user account creation process in Jira? As we would have thousands of external customers that we would need to create accounts for. 

Having the portal be login-free was something that we were considering, but we deal with sensitive client information, so we would need someway to verify the person creating ticket is actually the client. 

Thanks again for the help!

[Angélica Luz]

Hi Andrew,

In case you and your team use SSO and the customers are from a verified domain, the best way to automatically create accounts is by using SAML and User provisioning as mentioned above in my previous response.

• Just-in-time provisioning with SAML

If self signup is enabled, you don't have to manually create an Atlassian account for the new user. When that user logs in for the first time with SAML, we automatically create an Atlassian account for them.

When new users visit Jira, Confluence, or Bitbucket for the first time:

1. They'll enter their email address.
2. The login screen for your identity provider appears and they'll enter credentials to authenticate.
3. We'll ask them to verify their Atlassian account email address by checking their email.
4. They'll click the verification link from their email to log in, which will open the original site (Jira, Confluence, or Bitbucket) they visited.

[Nina Vehovec]

Is there any update on this. We would also like this feature.