Current State:

1. No Public Read API for All Account States: The existing public endpoint (/rest/servicedeskapi/servicedesk/{id}/customer) only returns active customers scoped to a specific service desk, completely excluding inactive portal-only accounts.

1. No Real-Time Lifecycle Events: There are no supported webhooks, Forge event listeners, or native Atlassian Automation triggers emitted when a portal-only customer account is created, activated, or deactivated.

1. Manual & Unautomated Audits: Programmatic identity hygiene and compliance audits cannot be performed via supported APIs, forcing admins to rely on manual UI checks in Atlassian Administration (admin.atlassian.com).

Proposed Future State:

1. Paginated Read REST API with Status Filtering: Provide a supported, paginated REST API endpoint allowing programmatic querying of all site-level portal-only accounts with explicit status parameters (status=active, status=inactive, or status=all).

1. Lifecycle Webhook & Event Integration: Publish public webhooks and Forge events for customer lifecycle transitions (e.g., customer_created, customer_deactivated, customer_reactivated) to support event-driven integrations.

1. Comprehensive Identity Metadata: Include standard identity and audit attributes in the response payload—such as accountId, emailAddress, displayName, active (boolean), and lastActiveDate—for directory reconciliation.

Alternative (e.g. Third Party Plugin):

1. SCIM Provisioning via IdP (Atlassian Guard): Leverage SCIM integration with an external Identity Provider (e.g., Microsoft Entra ID, Okta) to push account status and deactivations from the IdP down to JSM customer accounts.

1. Manual Admin Hub Audit / CSV Export: Manually export and audit customer lists periodically through Atlassian Administration (admin.atlassian.com) or the JSM Project Customer portal page for offline compliance hygiene.