Hey Community,
You kindly helped me with an issue I had last week.
We are trying to set up a very basic service desk in Jira. I can see that there is a portal available to customers but for now, we simply want our support email address to forward any customer queries to us without the customer having access to any kind of portal.
Currently, when the sender received a confirmation email that their support email has been received, they get sign-up options to access the portal.
Is there a way to remove the portal access completely but allow the customer to get updates via email such as request received, closed, etc?
I was provided with the below instructions but following these seems to stop any supports tickets sent the support email address arriving in the issues queue
I am instead notified that there is any issues that needs fixing which is adding the group Service Project Customer - Portal Access back into Browse Projects permission.
The tickets then arrives as expected.
Original instructions:
There are a couple of different elements in play with what you're asking:
1. Portal Access
Remove the group Service Project Customer - Portal Access from the Browse Projects permission. This should remove your portal users from being able to see the portal view.
2. Notifications
Customer notifications are designed with the assumption that those receiving the notifications also have portal access so they will always embed links back to the portal. As an alternative, you could turn off all customer notifications and set up automation rules that simply send an email to the customer at the desired status gates.
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