In their profiles, in the Access section, these users either have licenses to other Jira Cloud products, or have no checkboxes ticked. You can find these customers under Users. You can find these customers under Jira Service Management.Ĭustomers you collaborate with, or who may need more access in the future. Learn how to set up SAML single sign-onĭon't foresee collaborating with in future projects You can also configure SAML single sign-on for these accounts. In addition to the benefits of the portal-only account, you can license these users for your other Atlassian cloud products, including: If needed, you can move these users to an Atlassian account. Here's a look at the benefits and relationships we recommend for each type of account: Regardless of which account you choose, customers don't need a license to access portals or send requests. Look at your relationship with your customer to decide which account makes sense for them. Read on to learn more about the different account types and how to migrate customers to an Atlassian account. Customers don't consume a license unless you grant them access to Atlassian cloud products. Regardless of which account type they have, customers can always send you requests and access portals for free. Manage customers without Atlassian accounts from Jira Service Management. Manage customers with Atlassian accounts from Users. Where you manage your customers depends on what type of account they have: Learn how to set up SLA goals.If you have the improved user management experience: Jira administrators can manage customer accounts for Jira Service Management projects from your organization's Administration under Products > Sites & Products. Once SLAs are set, your team will be able to see how requests should be prioritized to meet your service goals, and plan timelines for their resolution. Track how well your team is meeting the level of service expected by their customers for incidents or service requests. You can then use this service relationship and automation rules to flag changes that could impact a critical service, before those changes go live. If a change to one service potentially impacts your other services, you can create a service relationship. Learn how to use Automation rules to automate your projects. For example, you can automate your change approvals to make sure you receive notifications about any event related to a change. ![]() Automation rulesĪutomation rules remove the need to perform manual, repetitive tasks by allowing your teams to automate their processes and workflows. ![]() Learn how to set up change management for your service project. Change managementįlag, review, and approve changes before they impact upon service quality, and set up deployment tracking using Bitbucket or another CI/CD tool. ![]() Learn how to use modern incident management. Integrate call scheduling, alerting, and incident swarming with your service project to instantly let the right people know about critical issues while giving them the context they need to take action. However, some integrations and features require additional set-up so you can get the most out of your ITSM project. The IT service management (ITSM) template has a number of useful features ready to use out-of-the-box when you create a new project.
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