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Client-Facing Ticketing System

Michael Austin_h9gvco

We would like to create an internal portal and an external, client-facing portal for a client ticketing system. However, we don't want our clients to be able to access the internal documentation and as of right now we're only able to put our internal and external space in the same portal.

Can anyone please advise with any help on a solitary client-facing ticketing system through Jira?

Accepted answers

Joseph Chung Yin

@Michael Austin @Denis Boisvert -

Welcome to the community. In addition what @Walter Buggenhout stated, for your internal facing JSM project, you need to ensure the customer permission is configured properly - (Project settings >> Customer Permissions ... See image below). By using this setup, customers can only see the project, if and only if, they are added to the project. The default out of the box setup is default to "Customers who have an account on this Jira site".

Using Project Settings >> Knowledge base, you can setup link to the appropriate Confluence Space.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Walter Buggenhout

Hi @Michael Austin and welcome to the Community,

You describe a situation where Jira Service Management can provide the external, client-facing ticketing system. Your external users won't need a license (they are free users).

Confluence will provide the knowledge base and your internal documentation. The easiest way to set this up correctly, is by creating 2 separate spaces in Confluence:

the knowledge base space where you allow access for unlicensed users through the JSM portal;
a restricted space for your internal users.

For a bit more information on how this works and how to set this up, start exploring this introductory blog post and Atlassian support documentation.

Hope this helps!

Michael Austin_h9gvco

Hey @Walter Buggenhout thank you for your insight! I've created two separate space in Confluence and it looks like they are still ending up in the same portal. Could this be a settings issue perhaps?

Denis Boisvert_h20ycz

What do you means exactly in the same portal? In your JSM configuration, you need to select which Confluence space is linked to your portal. You will need to jira project(one for internal portal that is linked to your internal confluence space and one for the external one linked to your external confluence space)

Joseph Chung Yin

@Michael Austin @Denis Boisvert -

Using Project Settings >> Knowledge base, you can setup link to the appropriate Confluence Space.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Joseph Chung Yin

@Michael Austin -

Thanks for your vote on my recommendation. If you have a chance, please click on "Accept answer" on my suggestion.

Best, Joseph

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