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  1. Crowd Data Center
  2. CWD-4116

Crowd does not recognize Service Desk Customers as distinct from JIRA users

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    • Resolution: Won't Fix
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      Some customers have a large number of customers that they would like to access JIRA Service Desk, but instead of using the JIRA Internal Directory, they would like to utilize Crowd to manage their users. This is most relevant when they want to authenticate via Crowd SSO. Currently, they cannot do this and still benefit from agent based pricing. Crowd does not recognize Service Desk Customers as a distinct and separate group from regular JIRA users.

      Atlassian Status

      Atlassian Crowd is a separate product and therefore if you wish to use Crowd for SSO, you will need to purchase a Crowd license that is large enough for your user base. Customers in JIRA Service Desk, while free in JIRA Service Desk, will consume a license in Crowd.

      A suggestion to enable both remote Crowd and local authentication in JIRA has been created. Please vote and comment on this issue to communicate your need for a feature such as this JSD-1244

            [CWD-4116] Crowd does not recognize Service Desk Customers as distinct from JIRA users

            . Crowd and Jira are different products I agree but they are within the same family of application should support each other and this should include jira customers within jira service desk.  

            To send me links to issue which not active displays that I’m paying support for a problem we have that has no plain to be fixed.

            But it not that I’m paying a one off fee for the bug to be fixed but I would be paying an extra $3,500 each year to work around this problem. That more then we paid for the 500 users license each year.  That’s a cost each year from that point forward. If the bug was then fixed (which I think is unlikely) I can’t then drop the license count to 500 which means I’m paying the extra each year, every year.

            I would understand that other 3^rd^ party solution would pay for each SSO user. I don’t expect this from someone who provide both crowd and Jira service desk.

            The problem is that amount of the cost and then for each year for support. If we were talking about full jira user or full jira service desk agents I could understand but not for Jira customer.

            As I also explain. We are a full Atlassian site running the full family of applications. This is a 3^rd^ network we have this installed we are up to date with support of all application. We already have a full unlimited crowd installs and we match our installation on this network. Just a smaller set of users.

            Because we use a number of Atlassian applications linked into crowd I have no issues using crowd using for this set of users. The license model for crowd mean we need a 500 user’s licences to cover this. That I agree with. I also agree with having a crowd license to cover jira service desk agents.

            But for jira service desk customer I disagree with. I also believe that increased cost in crowd between 500 and 500+ is giant to only include jira service desk customer. Its also giant the support to the 500+ crowd user to again for us to support jira service desk customers. This is more then we paid at the start and this is a yearly cost.

            A jira service desk customer is never going to login to any other of are Atlassian applications which again if why I disagree with the increased cost.

            ppe123456789 added a comment - . Crowd and Jira are different products I agree but they are within the same family of application should support each other and this should include jira customers within jira service desk.   To send me links to issue which not active displays that I’m paying support for a problem we have that has no plain to be fixed. JSDSERVER-1052 = Resolved/invalid CWD-4116 = Resolved/won’t fix But it not that I’m paying a one off fee for the bug to be fixed but I would be paying an extra $3,500 each year to work around this problem. That more then we paid for the 500 users license each year.  That’s a cost each year from that point forward. If the bug was then fixed (which I think is unlikely) I can’t then drop the license count to 500 which means I’m paying the extra each year, every year. I would understand that other 3^rd^ party solution would pay for each SSO user. I don’t expect this from someone who provide both crowd and Jira service desk. The problem is that amount of the cost and then for each year for support. If we were talking about full jira user or full jira service desk agents I could understand but not for Jira customer. As I also explain. We are a full Atlassian site running the full family of applications. This is a 3^rd^ network we have this installed we are up to date with support of all application. We already have a full unlimited crowd installs and we match our installation on this network. Just a smaller set of users. Because we use a number of Atlassian applications linked into crowd I have no issues using crowd using for this set of users. The license model for crowd mean we need a 500 user’s licences to cover this. That I agree with. I also agree with having a crowd license to cover jira service desk agents. But for jira service desk customer I disagree with. I also believe that increased cost in crowd between 500 and 500+ is giant to only include jira service desk customer. Its also giant the support to the 500+ crowd user to again for us to support jira service desk customers. This is more then we paid at the start and this is a yearly cost. A jira service desk customer is never going to login to any other of are Atlassian applications which again if why I disagree with the increased cost.

            For anyone else who has only recently run in to this, ridiculous, issue; I have just made use of the MIDANAuthenticator courtesy of Alexander Sebastian Jost's comments back in 2016.

            I can confirm the MIDANAuthenticator still works and I am using it with Jira version 7.7.0 and Crowd version 3.1.2

            Instructions:

            1. Set the JIRA internal directory to be above the Crowd directory on JIRA's user directories page.
            2. Download the the midan-authenticator-1.1.jar from the github releases page.
            3. Copy the .jar in to the [JIRA ROOT]/atlassian-jira/WEB-INF/lib folder
            4. Comment out the CrowdSSO authenticator in the [JIRA ROOT]/atlassian-jira/WEB-INF/seraph-config.xml
            5. Add a new authenticator:
              <authenticator class="eu.midan.MIDANAuthenticator"/>

            How Atlassian still haven't fixed this is incredible. I guess people paying for crazy crowd licenses to accommodate all of their customers is a disincentive.

            Mark Willcox added a comment - For anyone else who has only recently run in to this, ridiculous, issue; I have just made use of the MIDANAuthenticator courtesy of  Alexander Sebastian Jost's comments back in 2016 . I can confirm the MIDANAuthenticator still works and I am using it with Jira version 7.7.0 and Crowd version 3.1.2 Instructions: Set the JIRA internal directory to be above the Crowd directory on JIRA's user directories page. Download the the midan-authenticator-1.1.jar from the github releases page. Copy the .jar in to the  [JIRA ROOT] /atlassian-jira/WEB-INF/lib folder Comment out the CrowdSSO authenticator in the  [JIRA ROOT] /atlassian-jira/WEB-INF/seraph-config.xml Add a new authenticator: <authenticator class="eu.midan.MIDANAuthenticator"/> How Atlassian still haven't fixed this is incredible. I guess people paying for crazy crowd licenses to accommodate all of their customers is a disincentive.

            If your license counting model simply calculated "Customers" as members of the service-desk-users group (or whatever is allocated to the application access and verified by api lookup) who had no other group memberships, then problem solved.

            Damian Wheeler (Otago) added a comment - If your license counting model simply calculated "Customers" as members of the service-desk-users group (or whatever is allocated to the application access and verified by api lookup) who had no other group memberships, then problem solved.

            So I have the broken SSO feature in my case. It is not cool! Please fix it.

            https://support.atlassian.com/servicedesk/customer/portal/3/SDS-2438

            Kamil Ibragimov added a comment - So I have the broken SSO feature in my case. It is not cool! Please fix it. https://support.atlassian.com/servicedesk/customer/portal/3/SDS-2438

            BK Paton added a comment -

            I think I kickstarted this conversation via SDS-2373.

            I dont understand you point about the boolean attribute in CROWD.

            I appreciate your concern about gaming the pricing model, but with this issue as a "Won't fix" our legitimate use case is in a bit of a bind. I think there needs to be a better alternative here.

            BK Paton added a comment - I think I kickstarted this conversation via SDS-2373. I dont understand you point about the boolean attribute in CROWD. I appreciate your concern about gaming the pricing model, but with this issue as a "Won't fix" our legitimate use case is in a bit of a bind. I think there needs to be a better alternative here.

            Unfortunately, there is currently no way to fix this without making it trivial for everyone to get Crowd for effectively for free. (Whether a user is considered to be a service desk customer is indicated solely by an boolean attribute on that user account, which Crowd provides a UI to edit.)

            After some discussion, we've decided that we won't adjust Crowd's licensing model to make it almost-free, so I'm closing this as Won't Fix.

            Caspar Krieger (Inactive) added a comment - Unfortunately, there is currently no way to fix this without making it trivial for everyone to get Crowd for effectively for free. (Whether a user is considered to be a service desk customer is indicated solely by an boolean attribute on that user account, which Crowd provides a UI to edit.) After some discussion, we've decided that we won't adjust Crowd's licensing model to make it almost-free, so I'm closing this as Won't Fix.

              Unassigned Unassigned
              kgrier kitkat (Inactive)
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