Set Email-Domain for Client-Groups in Jira Service Desk (Cloud)

[Deleted user]

we are evaluating Jira Service Desk Cloud Edition for our needs.

We got a few locations defined as client-groups. The employees got different mail-domains, based on there default Workspace. Now i want to allow the client registration only for this mail-domains and assign them automatically to the right group. Is this possible without create the user manual?

Or can we create a IPv4-Whitelist for Atlassians Cloud Products? I would not prefer this because of mobile usage / homeoffice / external members without vpn.

[Angélica Luz]

Hello Patrick,

When using Jira Service Desk, there are two types of people: Users and Customers.

Users, also known as Agents are licensed people who can access the site, the projects and work on tickets.

Agents can:

• View the customer portal, queues, reports and SLA metrics within a project
• Add, edit, and delete customer-facing and internal comments on issues
• Add customers to a project
• Author and read knowledge base content (with a paid Confluence license)
• Manage Organizations (if allowed at the application level)

Customers can access the customer portal to create tickets. They won't count as a license, so they have limited access only to the portal.

Customers can:

• Raise requests via the customer portal or email channel of a service desk project they are added to
• Track their requests in the customer portal
• Comment on their requests
• View knowledge base articles from a Confluence knowledge base Space linked to the service desk they have access to for free
• Approve other customers' requests
• Share requests with other customers (if allowed according to a project's customer permissions settings)
• Be granted permission to perform select transitions of issues using the customer portal.

For more details, please check the documentation below:

• Jira Service Desk: Agents, Customers, and Roles

I mentioned all that because I would like to understand if you want to do this for Users or Customers.

Customers can be grouped in Organizations and Users in Groups that are based on a different location on the site and has different purposes.

With all that said, if you need customers to create their own accounts based on domains and be assigned directly to an organization or the tickets to be assigned to a specific person, this currently it's not possible.

On the customer portal, it's not possible to restrict the login by domain. There are feature requests suggesting the implementation of such ability:

• Email domain organization association
• Add email domain to Customer Organisation
• Allow email domain restrictions for public signup

If you want to allow Users from a specific domain to create their own accounts, this is possible. To allow this go to Administration > Site access.

It will not be possible to add them directly to groups based on domain.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

[Deleted user]

'customers to create their own accounts based on domains and be assigned directly to an organization or the tickets to be assigned to a specific person, this currently it's not possible.'

That is exactly what we need. Thank you very much for your detailed answer.