Manage Portal-Only Accounts in JSM Cloud: Revoke Access & Delete Impact
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
To prevent portal-only customer accounts from accessing the help center, you can either revoke access or delete the account. Each option has different consequences.
Solution
Where to revoke access or delete a portal-only customer account?
From your organization at admin.atlassian.com, if the Users and Groups options are under the Directory tab (like the below example), you have the improved user management experience.
If you have the improved user management experience, the required page is accessible by clicking Products, choosing the corresponding site name from the left menu and selecting the Portalcustomers option. If you don't have the improved user management experience it's simply accessible by selecting the Jira Service Management option under User management on the page's left menu.
After reaching the Portal customers page select the three dotted icon in front of the corresponding user and select either Revoke access or Delete account:
Revoke access consequences
Customer will be unable to access the instance's customer portal anymore.
User won't be searchable and selectable in user-picker fields.
User's name will show up as Username (Deactivated) in user-picker fields that were previously filled with their name:
The account will still be searchable in filters, however only by its email address.
Customer's portal-only account can be reactivated at any time in the same page by clicking the three dotted icon and selecting Grant access. All previous user references will be kept.
Delete account consequences
Customer account will be completely wiped out hence losing access to the instance's customer portal.
User won't be searchable and selectable in user-picker fields.
User's name will show up as Former user (Deactivated) in user-picker fields that were previously filled with their name:
The account isn't searchable in any filter.
No reference is kept on the account's email address. If the same customer is re-invited to the instance in the future it will be a brand new account without any correlation with the previously existing account.
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