Jira Service Desk - Two brands with different clients

Question

Hello,

I am currently facing the challenge that I would like to change our settings under Service project access from "Customers added by agents and admins" to "Anyone on the web".

The challenge is that we currently have two boards in the Jira service desk and then all customers would be able to choose between the two boards.

Is it possible to access the boards via a separate URL so that not both boards are visible to everyone?

Many greetings
Carlos

Mark Segall · Answer

Hi Carlos,

If your requests are on two separate projects (e.g. Project A = Internal/Project B = External), you could safely change your customer permissions to anyone on the web for Project B.  In this scenario they would not have access to raise a Project A request unless they are explicitly added as a customer to Project A.

Carlos Reimers · Answer

HI Mark,

thanks for the quick reply.

I have two Jira Service Desk boards in one Jira account.

However, via the /portals page, customers could select which board to create the ticket on. I would like to disable this so that customers can only create a ticket for their board.

Kind regards
Carlos

Mark Segall · Answer

Hi @Carlos Reimers - To clarify... You're saying that you have a single project with two request types. One intended for internal customers while the other intended for external customers?

If so, changing to anyone on the web will make both request types accessible.  You could look into a 3rd party app to give you an obfuscated experience, but the caveat is that it would only hide the option.  So, someone could potentially still get in if they know the URL.

The best way to handle it natively is to split your external needs into a separate project so that you can maintain the desired customer permissions on your internal requests.