Managing customer access and permissoins

Gideon Benari

We have multiple customers that we want to be able to do the following using JSM:

1. Report bugs and general customer support issues

2. Access the knowledge base for instructions and how to articles etc.

 

On the one hand we want bugs, questions and knowledge from discussions (similar to this community) to be part of the general knowledge base, as a question or issue by one customer may be useful to many others.

However, clients might not want to identify themselves to other customers (they do to admin and agents).

We also want all the information to only be available to our customers (not to the general public).

How can we manage these permissions?

Pramodh M

Hi @Gideon Benari 

Your customers should be in your site without any product access, that's when they become customers

Now for the project, you have configuration to control which customers can see which JSM projects, you just have to add the customers in the project and restrict the group of customers to see specific projects

Here's the reference https://support.atlassian.com/jira-service-management-cloud/docs/customer-permissions-for-your-service-project-and-jira-site/

Now with KB you can restrict when certian requests are raised to show only specific articles about the request with labels

https://support.atlassian.com/jira-service-management-cloud/docs/restrict-access-to-knowledge-base-articles/

Let me know if you have any queries

Thanks,

Pramodh