Restricted Service Management Approach

Question

Hello Everyone,

We are in the process of making our Service Desk transition to JIRA and we want to have two portals with two different views one will be only for students with basic requests and then we will have one for internal issues from the company employees

I am not sure how to achieve that other than restricting the internal project and then manually adding users to the people section ( Is that going to count towards our product license if they are assigned the customer service customer role? )

So far it seems to work but the main problem is how to manage the internal users. From my understanding I will need to manually add each one to the restricted project. Is there a better way to have the desired result?

Nikos Vlachos_gp6181 · Answer

Hi @Esteban Diaz ,

We have already established the portal-only SSO login from our Azure Active Directory. to Jira service management portal. We do have Atlassian access.

Is the sync you mention going to add the users and create an Atlassian account?( with a license) Or is it going to be only adding them to the people section of the restricted project and not taking up any license?

If the second option is what will happen will you be able to let me know how we can achieve that sync?

Thank you for your time

Esteban Diaz_qkbhq1 · Answer

Hi @Nikos Vlachos ,

If you invite your students as customers on the Students Project, they wont be able to see the Company's portal.

Only if the same Customer is added on both projects will be able to access to both portals.

And yes, it´s a manual process unless you've got your users in some directory like Azure Active Directory  ... in that case you'll be able to sync your users with Jira, but to accomplish this, Atlassian Access is needed.

Cheers,

Esteban

Nikos Vlachos_gp6181 · Answer

Hi Esteban,

Thank you very much for your detailed answer.

We have already created the projects. The problem is that if we invite our students they will also be able to view the Company portal. We will be connecting our SSO so they will be able to login without an invite.

The main thing I am trying to solve is how to hide the Company portal from the student customers without having to manually add all our employees customers to the "People" Section.

Employees Customers Portal View

Student Customer Portal View

Let me know if you have any ideas on how we can achieve that without manually adding all 2000 employees. :)

Kind Regards

Nikos