Current State:

When the Allow customers to get support in Jira Service Management setting (found under Service collection > Portal-only customers) is toggled on or off, no audit log entry is generated. Admins have no way to determine when this change was made, who made it, or whether it was intentional. This is a notable gap, particularly for organisations with multiple admins or those subject to compliance and access control requirements, as unexpected changes to this setting can directly impact which customers are able to raise support requests, with no trail to investigate when or why the behaviour changed.

Proposed Future State:

The Jira audit log captures toggle events for the Allow customers to get support in Jira Service Management setting under Service collection > Portal-only customers, consistent with how other JSM admin configuration changes are already logged. Each log entry includes the action performed (enabled/disabled), the timestamp, and the user who made the change, giving admins full visibility into access-related configuration changes and supporting compliance and root cause analysis requirements.