Self-Sign-On Jira Service Management Issue

Question

Hello Team,

Consider the below scenario

Status : Self-Sign-On is enabled

Projects: Project A, Project B, Project C, Project D

Let's say customer A created a request for Project A.

He is onboarded to other projects automatically (Project B, Project C, Project D) in Service Management Portal.

Please help us with this questions

Thanks,
Mathavan Mathiyalagan

Fazila Ashraf · Answer

Hi @Mathavan

By restricting as 'Customers added to this service project only by agents and admins' , the customers who are added to the project can both send email & raise through portal.

So my recommendation would be to enable this setting and make sure to add the right customers onboarded to the right project.

When they access the site's portal, only the helpdesk portals where the customer has access to will be displayed.

Mathavan_l9k3va · Answer

Hi Fazila Ashraf,

Thanks for the response.

Please ignore privious chat.

Customer want to use both customer portal and Email request.

We have to open the customer portal and restrict them only perticular project.

Lets say End user trying to create a request for Project A with specific email ID.

He should added only Project A not other Service Management Projects.

Thanks,
Mathavan Mathiyalagan

Mathavan_l9k3va · Answer

Hi Fazila Ashraf,

Thanks for the response.

Customer want to use both customer portal and Email request.

If we changed customer permission setting to Anyone allowed on the customer access settings.

Customer will be added to all Service Management portal projects.

Thanks,
Mathavan Mathiyalagan