Customer service desk permissions

Question

Hi- looking for the best way to let jira service desk customers see ONLY the service desk tickets ALL members of their company create, and not see any linked internal tickets (to another project).

Not having much luck with setting this up.

We have tried issue security, roles, groups, and permission schemes.

Jira server 7.13.3

Thank you!

JP _AC Bielefeld Leader_ · Answer

Hi,

by default all service desk customers having the same domain share a common organisation, eg. alice@acme.com and bob@acme.com both belong to a organisation acme, while bob@company.com belongs to organisation company.

If the customers belong to a SINGLE organisation all tickets created by them are shared by DEFAULT with the organisation, i.e. all other customers of this organisation can see these tickets using the customer service desk UI. There is one exception: The customer can chose to create a private ticket, which is not shared.

As log as the customers have NO Jira license, this should satisfy your needs. If they have a Jira license & they have access to the service desk project, there is no easy way to hide links to internal project.

Remember: Service desk customers DO NOT need a license to create, see & comment on their tickets & the ones shared with the organisation.

Best

JP

Susan Hauth _Jira Queen_ · Answer

Hi Shannon,

Do your service desk customers belong to a group?  If they are only added as customers in your Service desk, and are in no other groups, they should not be able to see any internal projects?

Do you think you could share some screen shots of a typical customer, their groups and then share your permission scheme for the service desk and one of the internal projects?

We can help figure out what's going on.   I have many external customers who cannot see internal projects. So this is possible.

Susan