How to restrict a Jira user from accessing a portal that is login-free?

Question

I would like to enable the Widget for a Jira Service Desk project, meaning that I would have to allow anyone to submit a request without logging in, which is fine.

However, there are some existing users in my Jira instance which should not have access to this Portal. I see that all users in my Jira instance are automatically set as Customers on this Jira Service Desk project, and there is no way to remove them as Customers or restrict their access to the Portal.

How can I restrict an existing Jira user from accessing a login-free portal?

Aside from simply not sharing the Portal link, how do I achieve this? I need a way to restrict them from certain portals and not others.

Thanks!

Allison Law · Answer

I might have found a way to do this - by removing the "Service Desk Customer - Portal Access" from the service desk project's Permission Scheme, under "Browse Projects".

That will prevent my Jira users from accessing login-free portals unless they have some other project roles or permissions.

However, according to https://confluence.atlassian.com/cloudkb/how-to-restrict-customers-access-to-specific-projects-only-in-jira-service-desk-cloud-815566896.html, this is "not advisable," but that page does not address the login-free portal scenario. Also, removing that in the permissions scheme also creates an error message on the project admin pages.

I've submitted a support ticket to Atlassian asking if there is any issue with doing this.

Allison Law · Answer

Hi, the issue is that Jira Service Desk is automatically making all Jira users as Customers to my Jira Service Desk project, and not allowing me to remove them as Customers, therefore they can see the login-free Portal.

I am an admin, and I already have set up a group of users. What I want is to remove their access from the login-free portal, which I don't see as an option or setting anywhere.

elenushhh · Answer

Hello @Allison Law

If you are an admin, check the jira setting/product/product access, and you can set from there, the access you want to give to your new users. You can created a group "New users" add any new user to that group and after that you can give them access further on anything you want.