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Customer access on Service Portal

Wendy M

Hi, we have three portals on our service desk.

xxx.atlassian.net/servicedesk/customer/portal/1

xxx.atlassian.net/servicedesk/customer/portal/2

xxx.atlassian.net/servicedesk/customer/portal/3

Portal 1 is intended for internal use only. Portal 2 and 3 are for two different customers. 2 and 3 are setup to allow access only to customers added by admin, and with this customers added to portal 2 can not see portal 3

However because portal 1 is our internal portal, it has the setting "Anyone with an account..." can access.

Customers on portal 2 can see 1 as well, but can't see 3.

Customers added are not Jira licensed users (in our domain) but it seems they are still being treated as such when they are added as a customer, and as such able to see portal 1. Is there a way to avoid this, so that we don't have to manage permissions on portal 1 as we add or remove Jira licenses?

Thanks

Accepted answers

Walter Buggenhout

Hi @Wendy M,

The recommended way to tackle this is set up permissions to your Portal 1 exactly like you set up Portal 2 and 3, namely restricted to only customers added by admin.

Then, ideally you can add a group that holds all your internal users. Probably you already have that in place to grant access to Jira Software. If not, it is probably not that difficult to do.

To make sure new users get access to Portal 1, all you need to do is make sure their account is added to that group.

Hope this helps!

Irina_Bel_Stiltsoft_

Hi @Wendy M ,

Just for the note, the Customer Case for Jira app 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.

A forum also can be public (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.

All comments

Walter Buggenhout

Hi @Wendy M,

The recommended way to tackle this is set up permissions to your Portal 1 exactly like you set up Portal 2 and 3, namely restricted to only customers added by admin.

Then, ideally you can add a group that holds all your internal users. Probably you already have that in place to grant access to Jira Software. If not, it is probably not that difficult to do.

To make sure new users get access to Portal 1, all you need to do is make sure their account is added to that group.

Hope this helps!

Jack Brickey

This is what we need here - JSDCLOUD-868 - Include Domain Level Restrictions for Service Desk Public Signup

in the meantime there is this - manage-your-allowlist-by-domain

Wendy M

Thanks for your responses. Yes we do use a group to manage access to Jira Software. Are you saying then, that we can just add that group as a "Customer" on the portal?

Walter Buggenhout

If that group holds all users that you want to grant access to, yes indeed.

Irina_Bel_Stiltsoft_

Hi @Wendy M ,

A forum also can be public (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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