Jira Service Desk Portal: Customer access

Question

Hi,

I have a problem to which I need to find a solution but I don't quite know how to pose the question - therefore I will detail the situation.

We have implemented diffrent projects and in these projects we handle our customers (incidents, tasks, etc.); in these projects SLA rules and so have been created and all is well. 
However we have the situation that customers need to be able to raise incidents via E-Mail. There we configured SD to automatically open Incidents when a specific E-Mail address is seen (I hope my wording here is correct).

But this poses a problem. I would need to add every single user with their respective E-Mail address to the customer section as they would not be able to use/access the GUI/Portal otherwise. We do not want customer A to see that we also server customer B.

Is there a possibility to:

a) either disable the GUI/Portal entirely and just support the creation of Incidents via E-Mail from customers with the "E-Mail-ending" @Customer.de?

or

b) is it possible to disable the portal entirely for all other customers - to not see customer A's "portal"?

unknown · Answer

Hi,

thanks for the answer.

Regarding b) I would basicall want to achieve the following. Have my Service-Desk Team be able to view i.e. Tasks but not the customer.

Andy Heinzer · Answer

For question A) It's not currently possible to do this in Jira Service Desk.   This has been a request before though, please see

* JSDSERVER-1012
* JSDSERVER-4394

for details.

B)  The way to do this in Jira Service Desk is to restrict the portals that you don't want all users to be able to access.  When you do this though, you must add the specific customers that need access to that Service Desk to that customer list (otherwise they can't use that portal either).  I understand that can be a rather tedious process to manage that if you have a large customer base that has not yet visited this portal or at least once logged in here.

If you have not yet already seen the pages about this, I would start with Jira Service Desk: Managing Portal Access.  It too explains an overview of how the portal access works and how you can restrict portals from specific users.