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Locking Down - Customer Portal

Charlie Rivers-Bland

Hi All,

We have recently moved over the Jira Service Management as our main IT helpdesk.

I am currently looking into how to lockdown our customer portal website to just our domain/IP so anyone external or even a staff member outside our domain, cannot access the portal.

Our entire previous helpdesk was IP restricted, preventing everyone from accessing it unless they were "on-site" in the office or dialling in from home.

If anyone could shed some light on how to lock all this down that would be great!

Thanks,

Charlie

Accepted answers

Joseph Chung Yin

@Charlie Rivers-Bland -

Welcome to the community. In JSM, you can control access of your project by configure the Customer permissions setup via Project settings of your project -

Only users added to the project will be able to access your JSM project's portal URL.

In regarding to incoming IP lockdown, I would recommend that you submit a formal support request with Atlassian Support Team since it is in the CLOUD env.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Charlie Rivers-Bland -

Welcome to the community. In JSM, you can control access of your project by configure the Customer permissions setup via Project settings of your project -

Only users added to the project will be able to access your JSM project's portal URL.

In regarding to incoming IP lockdown, I would recommend that you submit a formal support request with Atlassian Support Team since it is in the CLOUD env.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Charlie Rivers-Bland

Hi Joseph,

Thank you for your response.

Regarding "Customer Permissions" I only appear to see the below

Customer Permissions.JPG

Could this be because we are still in a "Trial" format even though we have added billing etc to continue usage after the trial?

Joseph Chung Yin

@Charlie Rivers-Bland -

Select the "Customers added by agents and admins" option.

For more information on permissions for customers against JSM projects, take a look at this link - https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/

Best, Joseph

Irina_Bel_Stiltsoft_

Hi @Charlie Rivers-Bland

As an alternative to JSM, you can try the Customer Case for Jira app. It also allows creating a forum for specific organizations limiting users who can access it by email or domain (for example, we have a portal for internal use limited by the stiltsoft.com domain). Each project can have different restrictions.

You can also create a public forum (when all external customers can see the list of all issues) and a private one (when customers communicate with a support assistant privately).

There are also no limits for agents and customers.

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