Jira Service Management: Managing access for multiple Jira applications running on one instance

Jira Service Management Evaluator Resources

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Context

You currently have Jira Software or Jira Core (private) and you want to add Jira Service Management (public).

Questions

If I allow unregistered users to view and submit issues to my JIRA Service Management, does this mean that they can also create tickets in Jira Software? Is a Jira Service Management customer able to access my internal Jira Software or Core instance? 

If I enable public to sign up for Jira Service Management, will it affect my billing for other Jira applications?

Environment

Server/Cloud

Answer

When you allow public access to your Service Management that doesn't give your Jira Service Management customers access to your Jira Software. You also won't be charged for Jira Service Management customers who create accounts in your Service Management by themselves, nor in Jira Service Management neither in other Jira applications.

JIRA Service Management uses a combination of global and project settings to determine who can view portals and send requests to service projects. Global settings are how customers access the service project,  project settings are who can access the service project.
As a Jira admin, you decide the global settings you want in place. The global settings determine the level of security you want for your portal. There are two (three on Cloud) levels of access for your customers: 

  • Your customers need to be invited by you to access the customer portal
  • Your customers can create their own accounts in the customer portal (public sign up)
  • Your customer can access the customer portal without credentials and without logging in (only for Cloud)

The setting for public signup is specific to Jira Service Management customers, it's not a site-wide setting that affects all your Jira applications. If you enable it, people can sign themselves up, but only as a Jira Service Management customer, not as a Jira user, and they are managed in two separate directories.

In Jira Service Management, you don't get billed per customers who interact with your Customer Portal. You only pay for the agents who work on tickets from your service project interface in Jira. 

To learn more about permissions, you can check our permissions overview and global customer permissions documentation. 

Last modified on Nov 9, 2020

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