Can site access be both the Jira Instance and the customer portal?
Asked by Fahad Akhtar:

Hi,

What is site access? What does it mean if a user has the Site Access enabled but is enabled for Agent and not Customer? What does it mean if a user has Site Access but it enabled for Customer and not Agent? For the latter, is it that the user is a customer, has a customer account, does not use up a license and only access to the portal? While the user with site access and enabled for Agent uses up a license and has access to the Jira instance? Please confirm all of these questions for me.

Thanks,  
Fahad


Answers:
author: Michel Neeser
body: Hi [@Fahad Akhtar](/t5/user/viewprofilepage/user-id/3558740)

It's exactly as you described. A customer has only access to the portal and consumes no license, while an agent has access to the Jira project and consumes a license.

You can find more information on the project roles in JSM [here](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/).

Hope this helps.

comments: author: Fahad Akhtar
body: So site Access to an agent is the Jira Instance while Site Access to a customer is the portal, is that correct?


author: Michel Neeser
body: [@Fahad Akhtar](/t5/user/viewprofilepage/user-id/3558740) As far as I know, there's no such thing as a "site access" for customers. Where did you see this term in connection with customers?

But yes, a customer has a "portal account", so they have only access to the portal.


author: Fahad Akhtar
body: ![Customer_Site_Access.PNG](https://community.atlassian.com/t5/image/serverpage/image-id/296477iEFEA91F622357356/image-size/large?v=v2&px=999 "Customer_Site_Access.PNG")


author: Fahad Akhtar
body: When I log in as this customer I see they have access to the portal not the Jira instance that I and all my agents have access to.


author: Michel Neeser
body: [@Fahad Akhtar](/t5/user/viewprofilepage/user-id/3558740) As you already assumed, this flag just means that they have a portal account. It does not indicate actual site access to the Jira project.


author: Fahad Akhtar
body: Okay thank you for confirming.


author: Joseph Chung Yin
body: [@Fahad Akhtar](/t5/user/viewprofilepage/user-id/3558740) -

I agreed with [@Michel Neeser](/t5/user/viewprofilepage/user-id/1828853) suggested. Site access, by default, it just means that one can access your site (it can be for Jira Software Application product and/or JSM proudct etc...).

For Jira Software Application, the person must have a license to this product.

For JSM, the person must have a license if he/she needs to access and handle the issues via the project UI (by default). On the customer side, he/she, by default, only has access via the portal UI (aka portal account).

Hope this helps

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

comments: author: Joseph Chung Yin
body: [@Fahad Akhtar](/t5/user/viewprofilepage/user-id/3558740) -

If both of our suggestions helped you, please click on "Accept answer" to both of our answers, so others with similar asks will see both of our suggestions as answered postings.

Best, Joseph


Tags: cloud

jira-service-management

jira-service-management-cloud