Mixing anonymous and restricted projects access and limiting visibility in the portal

Question

We have several support desk projects for our direct customers, that are only accessible if we create an account for the customer user. (access is set to Customers added to this service project only by agents and admins).

Next to that we have several end-customer projects where end-customers can create tickets by sending a mail to a custom mail address, without an account (access is set to Allow customers to create accounts in the global customer permission settings). These end-customers will only communicate through the e-mail channel, not the portal. Jira will make end customer accounts for each mail address that opens a ticket. Without this setting unknown users cannot create tickets via e-mail.

We want to keep the two types of customers completely separate, so we need to completely hide the end-customer projects from the portal.

The end-customer portal can be hidden from the main page of the portal, so that is great to reduce access to the portal, but the direct customers can still see the issue statuses when they look for tickets under the requests button and still see the portal when searching with the correct keywords.

Is there a way to keep the ability to open tickets via e-mail, but completely shut out the portal for the end-customer projects?

I could not find a solution for it.

The permission scheme unfortunately does not offer a solution as the project is then still visible for the direct customers...

Joseph Chung Yin · Answer

@Leon Oud -

After further analysis and my experience, it is not possible in JSM cloud env to achieve what you are asking.  I would recommend the following options for you to consider -

1) For the specific project, hide all Request Type forms.  So when users of the project via the portal, he/she will not see any form to submit their requests.  You will need to educate those users to use the email route only to create his/her issues.

2) Reach out to Atlassian Support for further assistance - https://support.atlassian.com Maybe this should be a feature request for Atlassian product team to consider.

Hope this helps.

Best, Joseph

Leon Oud · Answer

@Joseph Chung Yin Thank you for your answer.

We want to have a couple of projects that are open to anyone, but tickets can only be created through e-mail. So the portal should be 'turned off' for these projects, while access is set to Allow customers to create accounts in order to allow ticket creation through e-mail by anyone.

All other projects are restricted and you need to be added to the project in order to create a ticket in that project.

We want to completely remove the portal from the first projects, so our customers in the second project cannot see any reference to it in the portal. However, any project that has the access set to Allow customers to create accounts is visible to anyone that logs into the portal unfortunately.

I was able to hide the first portal from the 'home page' of our portal, but you can still see references to the first portal in the request filters if you log in on the portal as a customer in one of the second, restricted projects.

If those references could be hidden as well when you hide the project in the portal, we would be set.

Joseph Chung Yin · Answer

@Leon Oud -

As far as I know, customers are able to send email for case creation against the individual project independently (one that are open to him/her only).  If they are not included to your end-customer projects based on "Customers permission" configuration, then they will not be able to interact to them at all.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.