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  1. Jira Service Management Data Center
  2. JSDSERVER-4333

Update our documentation on LDAP customers

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      Problem Definition

      There seems to be some confusion around LDAP users being used as customers, especially if we look at JSD-1015.

      Suggested Solution

      Currently this is allowed, specifically you can do it with the following:

      1. Restrict customer portal access to role-based.
      2. Configure a role to have a certain group.
      3. Add LDAP users to that group and sync.
      4. Those users will now be treated as customers.

      If we don't want them to consume licenses, they can be removed from the application access groups that are configured and only be a member of the appropriate JSD customer group.

      Note

      This is only for JIRA Server. If you are using JIRA On-Demand, then it's not possible and please refer to JSD-1015.

            [JSDSERVER-4333] Update our documentation on LDAP customers

            Mao Lee added a comment -

            Just making sure I understand how this is setup.  Create a new group in User Management and assign all the customers to this group and then all the portal to it but don't add it in the app access so it doesn't not take up license.  Is this correct?  Thanks.

            Mao Lee added a comment - Just making sure I understand how this is setup.  Create a new group in User Management and assign all the customers to this group and then all the portal to it but don't add it in the app access so it doesn't not take up license.  Is this correct?  Thanks.

            Stephanie Walters added a comment - - edited

            @kbywater We added 300+ people to our “certain group” in AD but when I went into Jira Admin to look, only 72 actually got put in the grouping in Jira. I am assuming these are the people who already have accounts/licenses.  My question is… how do we get accounts for the other 220+ people and then “remove them from the application access groups that are configured” as it suggests below step 4?

            Stephanie Walters added a comment - - edited @kbywater We added 300+ people to our “certain group” in AD but when I went into Jira Admin to look, only 72 actually got put in the grouping in Jira. I am assuming these are the people who already have accounts/licenses.  My question is… how do we get accounts for the other 220+ people and then “remove them from the application access groups that are configured” as it suggests below step 4?

            rmorstein added a comment -

            If i have a user that's an agent or admin and also resides in the AD group defined for our customers will their rights be downgraded to customer?

            rmorstein added a comment - If i have a user that's an agent or admin and also resides in the AD group defined for our customers will their rights be downgraded to customer?

              kbywater@atlassian.com Karen Bywater
              dcurrie@atlassian.com Dave C
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                Created:
                Updated: