Customer can see multiple service portals across projects in Jira Service Management

[nisha]

I have two service desk projects in Jira Service Management. I added two different customers and assigned each to a different organization. However, when one customer raises a request, they can see both portals, including the one for the other project where they are not added or associated. Since the customers belong to different organizations, they should not be able to see each other’s portals. How can I fix this?

[Arkadiusz Wroblewski]

Hello @nisha 

Organizations in JSM Cloud are built for grouping and sharing, not for hiding portals. If a user is in your system, they can generally see any "Open" portal on your site.

To truly silo your projects, you need to go to Project settings > Access > Customer permissions and set Channel access to Restricted. This ensures the portal is only visible to the specific customers or organizations you’ve manually added to that project.

Since you're on the Free plan, you don't have the luxury of separate Help Centers, so everything lives under one roof. To keep that roof secure, you should also disable self-signup in your site-level Customer access settings and unlink any projects from the Help Center that shouldn't be publicly searchable.

These steps, Restricted access, unlinking, and no self-signup are the official way to enforce a private portal within the current Cloud architecture. Organizations define who can see each other's tickets, but the "Restricted" setting is what actually puts a lock on the front gate.