Locking Down - Customer Portal

[Charlie Rivers-Bland]

Hi All,

We have recently moved over the Jira Service Management as our main IT helpdesk.

I am currently looking into how to lockdown our customer portal website to just our domain/IP so anyone external or even a staff member outside our domain, cannot access the portal. 

Our entire previous helpdesk was IP restricted, preventing everyone from accessing it unless they were "on-site" in the office or  dialling in from home.

If anyone could shed some light on how to lock all this down that would be great!

Thanks,

Charlie

[Joseph Chung Yin · Accepted solution]

@Charlie Rivers-Bland -

Welcome to the community.  In JSM, you can control access of your project by configure the Customer permissions setup via Project settings of your project -

Only users added to the project will be able to access your JSM project's portal URL.  

In regarding to incoming IP lockdown, I would recommend that you submit a formal support request with Atlassian Support Team since it is in the CLOUD env.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Charlie Rivers-Bland]

Hi Joseph,

Thank you for your response.

Regarding "Customer Permissions" I only appear to see the below

Could this be because we are still in a "Trial" format even though we have added billing etc to continue usage after the trial?

[Joseph Chung Yin]

@Charlie Rivers-Bland -

Select the "Customers added by agents and admins" option.

For more information on permissions for customers against JSM projects,  take a look at this link - https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/

Best, Joseph

[Irina_Bel_Stiltsoft_]

Hi @Charlie Rivers-Bland

As an alternative to JSM, you can try the Customer Case for Jira app. It also allows creating a forum for specific organizations limiting users who can access it by email or domain (for example, we have a portal for internal use limited by the stiltsoft.com domain). Each project can have different restrictions.

You can also create a public forum (when all external customers can see the list of all issues) and a private one (when customers communicate with a support assistant privately).

There are also no limits for agents and customers.