How to Manage Access to Open Projects in Jira Service Management Cloud?

[David Martínez López]

Hello everyone,

We are currently facing a challenge in managing access within our Cloud instance. We have two open projects and would like to configure them as follows:

Internal users (company employees) → Access only to the internal support project.

External users → Access only to the external project designed for them.

We want both projects to be open so that users can access them autonomously, without the need to grant access manually. Globally, we have restricted access to certain domains, but this does not allow us to properly separate access between the two projects.

Could you please guide us on how to configure the permissions so that each user group can only access the appropriate project?

We would greatly appreciate any suggestions or experiences you can share.

Thanks in advance!

[Denise Lydia Ellis]

Hi @David Martínez López 

Am I right in understanding that your goal is not just for both JSM spaces to be open (unrestricted) , but for each audience to be able to self-access/self-signup (as a customer) only their intended JSM spaces and not the other one?

I need to clarify a few things first, because the answer could differ depending on how your site is set up

1. Are you talking about portal/customer access only, rather than licensed Jira user access
2. Are these company-managed or team-managed Jira Service Management spaces?
3. Why do need both JSM to be open/public?
4. Are your internal users accounts managed through Atlassian Guard with SSO and SCIM provisioning, or are they just standard Atlassian accounts?
5. Are your external users accounts managed through Atlassian Guard with SSO and SCIM provisioning, or are they just standard Atlassian accounts?
6. How are you currently identifying/seperating internal vs external users?
7. What are the two JSM spaces used for? 

Depending on your use case for both JSM spaces (and feature expectations), it may also be worth considering whether your external-facing service space should remain in Jira Service Management at all. Atlassian now positions Customer Service Management as the more purpose-built option for external customer support, while Jira Service Management is positioned more around internal employee support and operations use cases.