Combining internal and external (public) JSM portals on the same site

[Stéphane Veraart]

A question of which I'm afraid I know the answer already, but I'd like to share the question to see if I am understanding things correcly.

Using JSM (Premium) on Cloud for internal company purposes of different types of requests and incidents. These customers all have a customer user account, so need to login and are able to access the JSM portal URL.

This organisation also has - for the purpose of understanding - public facing Netflix type of streaming services which are used by a multitude of known and unknown customers. If we want to use the same JSM site we are using for portals or even only email channels, we can only choose all or nothing. If you change it to public or anonymous access it will affect all spaces/projects at the same time.

Am I missing something or is there another way of making these 2 types of portals available at the same time?

 

[John Funk · Accepted solution]

Hi Stéphane,

Now that Premium has the ability to create multiple Help Centers, you should be able to accomplish what you are tying to do. 

Another option, if the external form is not complicated, would be to create a Jira Software space and create an anonymous form on it. Then you can use automation to copy/clone work items from there into a JSM space if needed. 

[Stéphane Veraart]

Thanks, John. As mentioned in my reply to @Mikael Sandberg below, it's not the help center or portal side but the customer side of things which is the problem. Specifically in combining internal users with external customers at the same time - even using the email channel only would I think not work for similar reasons.

The users are external (consumers like you and me using a commercial streaming service) so creating something in JSW is not an option either, unfortunately.

[John Funk]

So you can try to turn on the global anonymous access and enable anonymous access in the required portal by going to Space Settings > Customer Permissions and then change the Channel Access to Open. 

For all other portals, change that setting to Restricted. 

But sure to test thoroughly. 

[Stéphane Veraart]

Thanks, that's good option. I'll have a look and check this solution to see if it works in a Sandbox environment.

[Stéphane Veraart]

@John Funk : I've had a look at this option and it seems to work in the way the customer wants it to work, so we'll go for this. I've tested a few things on an Atlassian One environment and the behavior is as desired. Thanks again for the suggestion.

[John Funk]

Great! Glad to hear that worked out. If you would be so kind, please click the Accept Answer button above so we can close this on out. Thanks!

[Stéphane Veraart]

Reality has proven to be more complicated. When restricting and opening portals via the project and opening/closing the access through the application settings, managed users (customers through Guard) get restricted as well.

In other words, if the customer access is set to Open (for External accounts) and the portal is set to Restricted in the space internal users can't login anymore. We have as far as I am aware 3 functions/switches that can be set:

1) Space settings (Open/Restricted)

2. App settings (External (allow on/off) and Portal Access (allow on/off)

[Stéphane Veraart]

After some checking it turns out someone forgot to add the correct users to the customer group, so now everything works.

[John Funk]

Glad to hear the solution above worked out for you!

[John Funk]

Hi Stéphane - if this answered your question, would you be so kind as to click the Accept Answer button above so we can close this one out? Thanks!

[Stéphane Veraart]

I confirmed it and thanks again, John.

[John Funk]

You are welcome!

[Mikael Sandberg]

If you are on a standard plan that is all you can do, besides setting restrictions on each request type. If you are on premium plan or up you can create help centers that you can configure to limit what is available on it.

[Stéphane Veraart]

Thank you. We're on Premium, as I wrote.

The challenge is not on the portal but the customer side of things.

The problem is that the setting I showed in the screenshot is a global setting, so if you would be able to explain how to manage the public, not registered users to create requests that would be helpful.