Jira Service Desk Cloud Help Center exposing all customers defined within an Service Desk Project!

Question

The business case for my company – One service desk project per customer – Each customer its own project/portal.

My company is using Jira Service Desk Cloud.

We decided to use it for our customers and expose the Jira Service Desk Cloud functionality for the following use cases (Jira Service Desk Cloud Portal):

* Register Incidents – Customers register the current incident and we will investigate and find a solution.
* Ordering software and hardware – Customers need to upgrade software or hardware components in their infrastructure.
* Ordering advisory related to IT, Legal and Privacy issues – Customers ask questions related to several different issues and my company responses with advices and best practices.

The described use cases are almost “out-of-the-box” features supported by Jira Service Desk Cloud.

So far so good, until we discovered Jira Service Desk Cloud Help Center exposing all the different customers.

Every Jira Service Desk Cloud Project related to each of our customers are visualized in the Help Center giving all our customers the ability to see which customers my company is handling/managing.

We do not want to expose the name of our customers to each other by showing this in the Jira Service Desk Cloud Help Center.

Is there any workaround? Perhaps, disabling the Help Center which in this use case do not provide any value?

Thanks,

Tom

Nabil · Answer

Hi Tom,

The projects will only be exposed if the Customer Permission of the project allows anyone on the site to access them. You can also restrict it to Customers who are added to the project as per How to restrict customers access to specific projects only in JIRA Service Desk Cloud

You can find out more on Customer Permissions at Set up customer permissions

Nic Brough -Adaptavist- · Answer

It should be interpreted as "respondents have a lot of things coming in and sometimes miss replies"

The problem here is that the customers have been configured to be able to see other organisation activities and are allowed in to all of the portals.  Limiting them with the service desk project permissions will solve the problem.

Tom E_ Christensen · Answer

The silence around this question/observation in the community is very strange. How should I interpret this?

Is the issue difficult to understand? Is there a need for more clarifications? Is the “separation” of JSDC customer portals not supported?

Any comments, feedback and/or suggestions would be greatly appreciated.