Dismiss the Service Desk customer - Portal Access without Browse permissions warning

[Perry Tancredi]

We have Jira Service Manager and have portals for internal users and for external users. The way we've decided to manage it through permissions. Internal portals do not give the Service Desk customer - Portal Access group Browse permissions. The result is that Internal users see all the portals and external users only see those meant for external users.

All works fine except Jira sees this configuration as a Major error (per https://confluence.atlassian.com/jirakb/resolve-permission-scheme-errors-in-jira-service-management-838416389.html)



Jira doesn't allow this error to be dismissed, which occasionally means an admin will "fix" the problem and expose our internal portals to external users.

Is there a way to dismiss this error or another way to fix the problem? I don't want to hide portals from the home page because then they become harder for internal users to find.

[Mikael Sandberg · Accepted solution]

No, you cannot dismiss that error message, but giving the Service Desc customer - Portal access browse permissions does not automatically allow external users to see the project. What controls if a customer can access the project from the portal is if they have been added to the project role Service Desk Customer under Project settings > People. If a customer is not added to that role then they will not be able to see the project.

[Perry Tancredi]

That doesn't seem to be the case for us. No one has that role, yet the portal is exposed to all customers. I believe it's because of this setting:

I suppose we could select the second option and then explicitly add the internal user group to the Service Desk Customer role. Thanks for this idea - I'll try it out

[Perry Tancredi]

That worked! Thanks for pointing me in the right direction @Mikael Sandberg