Project specific user domain restrictions for customer / request participant restrictions

Question

Our organization globally does not restrict users by domains as several projects need non company domain users to be able to submit tickets. However we would like to lock this down for specific projects as internal users have added external request participants to tickets where they should not.

At this time we do not pre-load company users into the customer list though (either manually or through SSO), so we cannot restrict at the project level to already created customers. We still need users to be able to dynamically create accounts for themselves by submitting tickets, we just want it only to be possible for company domain email addresses for specific projects.

Am I missing something on how to do this with existing settings? Or if not, does anyone have any suggestions for a workaround?

Sara Schreiner · Answer

Hi Joesph, thanks for the response. If I'm understanding it correctly, the project admins would still need to add each user to the project in order for them to create tickets in it/ be added as request participants. The only issue with that is we often have new employees and don't want to have to grant them access each time, we want them to be able to gain access through their company domain email address.

Joseph Chung Yin · Answer

@Sara Schreiner -

Here is an possible solution -

Lock-down the ability on who can be added as customers to your JSM project, so only project agents/administrators can control customer management.

Project settings >> Customers permission

Secondly, in the Customer sharing setup, you can set it so customers (for your specific JSM project) can only share with other customers within their orgs.

By doing so, the specific project will also be hidden from the portal if he/she is not added as a customer to the project by project agent and admins.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.