Filter Subscription for JSM non-licensed users

 

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

   

Summary

Currently, it’s not possible to make filter subscriptions for external users to receive issues from certain filters in their emails. This article has the purpose to describe a workaround to make it possible for unlicensed users to be subscribed to filters and receive the results of the filters in their emails.

Migrating the external accounts to Atlassian Accounts

Before step-in the workaround, you need to check if the users that you want to add to a filter subscription are external users (Portal-Only Accounts). If so you will need to migrate them to Atlassian Accounts, and then perform the workaround. Consult this documentation to know more details about the differences between Portal-Only and Atlassian Accounts: What different account types can customers have?

Here are the steps to migrate a Portal-Only Account to an Atlassian Account:

  1. Go to your site's Admin at admin.atlassian.com. If you're an admin for multiple sites or an organization admin, click the site's name and URL to open the Admin for that site.

  2. Select Jira Service Management.

  3. From the customer you want to migrate, select ... (more option) > Migrate to Atlassian account.

If you have the improved user management experience:

  1. Go to admin.atlassian.com. Select your organization if you have more than one.

  2. Select Products from the header.

  3. Under Sites and products, select the site that contains Jira Service Management.

  4. Under the Jira Service Management section on the nav bar, select Portal customers.

  5. Next to the customer you want to migrate, select ... > Migrate to Atlassian account.

  6. Select Migrate to confirm.

Solution

After checking if your users have Atlassian accounts or after migrating their accounts to Atlassian accounts, you will be able to add them to filter subscriptions following these steps: 

  1. You will need to grant site access as Atlassian Account to these users, and add them to a new group.
    • Don't grant Product Access to this group, otherwise, licenses will be granted to these users.
  2. After doing that, locate the filter that you want to subscribe them.
    • The filter can't be Private.
  3. And, add the recently created group to a subscription.
    • Filters > View all filters > Locate the filter > In the three dots next to the filter > Select the "Manage Subscriptions" option >  Add subscriptions > Fill in the relevant information > Then select Subscribe.
  4. Then you need to grant them the Browse Projects permission, for them to be able to see the issues in the subscription that they will receive in their emails. 
    • Project Settings > Permissions > Actions > Edit permissions > In Browse Project select Update > Select the check box of Group > Locate and select the correct group > Then Update
    • If the filter results have issues with more than one project, you will have to grant the users Browse Projects permissions in all these projects.

 Even doing these steps the users will be unable to access the issues due they don't have product licenses, when they click on the link to access the issue they will be redirected to the Help Center of your site. For them to be able to access the issues, they will need a Jira Service Management license.


Also, for this matter, a Feature Request was raised that is being tracked here:


Last modified on Jan 22, 2025

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