How is it possible to map service requests for external customers as a subset of service requests fo

Question

Story:
Internal and external customers should be able to post service requests via the Jira service management service portal. The external customers are only allowed to see and use a subset of all service requests of the internal customers. The processing of the service requests should be handled by a team.

Variant 1:
2 projects, one for internal customers and the second for external customers.
- Dashboard should not be the solution
- One team should process all requests in one area

Variant 2:
1 project for external and internal customers
- external customers should not be able to see all request options of internal customers

Translated with www.DeepL.com/Translator (free version)

What does a possible solution look like?

Joseph Chung Yin · Accepted Answer

@Kortüm Thomas -

Welcome to the community.  In JSM, you can control (lockdown on project access) by using "Customers Permissions" to essentially prevent users from seeing the project and its associated requests submission UI via the portal.

However, out of the box, you cannot restrict which service (request submission) are available to your customers in the portal UI.  You will need a third party paid add-on to provide you with the ability to restrict request type visibility for your customers.

Here is an possible add-on that you can take a look, but I am not sure if it can provide this type of control for the CLOUD env yet.  I know it is available for the on-prems (server) env - https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=cloud&tab=pricing

Lastly, there is an existing outstanding Atlassian enhancement ask for this functionality - https://jira.atlassian.com/browse/JSDCLOUD-195

Currently, if you want to restrict request types against customers, you will need to create multiple JSM projects and control access within each project.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Irina_Bel_Stiltsoft_ · Accepted Answer

I can help you with your case by means of Customer Case for Jira app. The app provides a forum functionality for your Jira projects. A forum can be public (visible to everybody), private (restricted for specific email addresses or domains), or a support one, just as Jira Service Management (private communication with a support assistant).

The app's settings allow customizing both of your cases.

Variant 1:

As you've said, you can create two separate Jira projects and create a forum for each. For your external customers, you can create a Support forum, for your team - a private public forum restricted with your company's domain to make requests visible to everyone in the company.

Variant 2:

You can create one portal for your clients and team members and use custom JQL-query for tickets that you don't want to expose. For example, a workflow can be like this: your team will submit tickets via Jira with a certain issue type, say, a Task. Then, you specify the type of issue that external clients will create on the same forum, say, a Bug. Then, you specify with the JQL that issues with the type task shouldn't be exposed to the forum. That means your team should create tickets within the same project, but via Jira, so that pick a task issue type since all the tickets submitted via forum will be of a bug type, and every visitor of a forum will see them. But your team can see all the tickets submitted on the forum in this Jira project.

I know it sounds a bit hard to understand, but JSM doesn't provide public forums functionality that can be more reasonable in your case.

See the docs for more detail.