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Suggestion
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Resolution: Unresolved
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None
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88
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Problem Definition
User Access Admins cannot perform the administrative functions described here at URLs like https://admin.atlassian.com/s/<site id>/jira-service-management/portal-only-customers because they do not have any permission to view site settings.
Previously, site admins could edit the settings found here.
Site admins can change the customer’s name associated with a portal-only account.
Suggested Solution
Allow User Access Admins to visit https://admin.atlassian.com/s/<site id>/jira-service-management/portal-only-customers
Why this is important
Previously, site admins had more control over users. User Access Admins have lost that control. Many teams need finer grained controls to ensure security.
Additionally, managing portal only customers is within the scope of User Access Admins role.
Workaround
User access admins can collaborate with organization admins, who are able to navigate to this URL and perform administrative tasks with portal-only customers.
If user's are admins of a JSM project, they may be able to make a sufficient amount of changes at the JSM project level, see instructions here
It may be possible to revert to the old user management UI, thus returning the organization to the old user management interface where site admins exist. Please contact Atlassian support to see whether this is an option for your team.
[ID-8327] User Access Admins and Site Admins should be able to manage portal-only customers in a site's User Management settings
Please, please, add the ability to assign someone the task of managing portal-customers. This is a huge task and the need to give this access to others....without giving them the "keys to the kingdom" as an Org Admin, is desperately needed. Thank you.
I can't believe that in 2024 there was a change made to basic security functions like this. You have to give ORG admin access to someone to manager portal only users? Come on guys, I don't want my techs to have access to the keys to the kingdom to remove someone who left the company. Security practice should always be to grant the least amount of permissions needed for someone to do their job, why does my helpdesk need access to the billing area to do their job?
As being said in the description "Additionally, managing portal only customers is within the scope of User Access Admins role."
Instead of pushing and releasing random AI features because it is fancy now, try to consider basic User Experience of your products and how people use them.
This new behaviour is not at all UX
We cannot work anymore...
all our setting is not mixed up.
Please do something.
This new behaviour completely messes up our workflow and basically for the last 4 days tickets have been piling up as now only 2 people in our whole company can upgrade portal-only customers to Atlassian managed accounts.
We need this function to ensure our customers can access our knowledge-base - as portal only customers have no right to access this either.
Opening our knowledge base to the public is not possible for us.
Atlassian, please fix this ASAP.
Making such a big change without any notice beforehand is unacceptable.
Please prioritise this.
We have people assigned for user management. Prior to centralised user administration, they have the site admin role which allows them to manage agents and customers. After centralised management, their role got mapped to User Admin and they can only manage users with an Atlassian account and are no longer able to manage portal only customers. In this new centralised user administration world, whenever a maintenance related portal only customer task needs to be done, they will need to contact an Org Admin and they can no longer perform a large part of their duties.
This access model makes no sense. One would think that for a normal JSM site, there will be more portal only customers than users with Atlassian accounts. Yet the management of these portal users are pushed to Org Admins. Expanding on what @TDavidson said, Atlassian is essentially either asking their customers to hand the "keys to the kingdom" to someone that is assigned to perform basic user administration tasks or bog the Org Admins down with these tasks.