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How to restrict access for internal customers in Jira Service Desk?

Valerie Capasso

I am setting up an internal service desk for employees to report issues/problems. What is the correct way to ensure that they have access to the portal but they aren't able to view the issues in our Jira core software? These are users who have access to other projects within Jira but we don't want them to have visibility into the Service Desk project to ensure they are always using the "customer portal" to enter tickets.

I've read several articles in Atlassian support but I can't seem to find a direct answer that solves my problem.

Accepted answers

Joseph Chung Yin

@Valerie Capasso -

You can control visibility for your JSM project via the portal UI by configuring Customers Permissions -

For your existing users (who have Jira Software Application access), as long as you avoid adding them directly to Service Desk Team or Administrators project role, then they access are restricted to the portal access UI based on the default permission configuration scheme associated to the JSM project.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Valerie Capasso -

You can control visibility for your JSM project via the portal UI by configuring Customers Permissions -

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Valerie Capasso

After making this change, my internal users are no longer able to view the issues in Jira Software. BUT, it seems like this change broke two of my automation rules that I have setup. The automation rules are to send an email to certain distros when a new request is entered. Both failed, according to the audit log:

"Actor does not have permission to view one or more issues, or the issue was deleted"

Additionally, I can't view the request that was put in, its not showing in the portal or in Jira.

Joseph Chung Yin

@Valerie Capasso -

First of all, Jira Software is not JSM. So did the solution resolved the issue where one can no longer access the issue via the project UI?

Who is the actor running your automation? Does the actor setup to access your JSM project. Please provide more information, so I can further assist.

Best, Joseph

Valerie Capasso

@Joseph Chung Yin - Yes, the issue was resolved where one can no longer access the issue via the project UI in Jira.

For the below automation rule, the Reporters in the group Client Operations are the same users that I am trying to restrict from seeing the project in the UI.

The actor is listed as Automation for Jira:

Here is the audit log:

Irina_Bel_Stiltsoft_

Initially, you need to find a way to restrict access to the relevant Jira project to certain team members. I found docs on that and the answer in the community that might be helpful.

Then, you can create a forum for this project, that is restricted for certain users, with the help of the Customer Case for Jira app. In your case, it should be a public forum with a restriction by a domain of your company so that only your company can access the portal. Within this project, all the tickets created will be visible across your company. When a request is created, it gets directly to the relevant Jira project. But they can't access it internally, in Jira, since you've adjusted the permission scheme for it.

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