GM! I am having a bit of trouble with Portal access and customers seeing the project and creating a

Jennifer Ramey

Hello, I have inherited JIRA from a former employee and I am having a bit of an issue with permissions for the portal and creating a ticket from the portal. We have several groups within our JIRA environment with specific permissions.This service project is to be utilized by internal servicing department employees.  I am having an issue with end users seeing and creating a ticket from the portal if they do not have a license. Is there a path or permission I am missing that will grant internal customers rights to view and create tickets for the Servicing System Administration Desk without granting a license I am sure I am missing something.

Any guidance or ideas would be greatly appreciated!

Ste Wright

Hi @Jennifer Ramey 

There's a few places you can find customer permissions.

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Customer Access Settings:

To change these, you'll need to be a Product Admin - and then...

1. Go to Settings (cog icon in top-right) > Products
2. Select Customer Access from the left-hand menu
3. Check users can access via suitable settings (likely internal for you)

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Customer Permissions:

Go to the relevant JSM Project - and then...

1. Go to Project Settings
2. Select Customer Permissions from the left-hand menu
3. Check the Project access settings allow users suitable access - eg. anyone allowed users

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Other Project Permissions:

• Select Permissions from the left-hand menu
  • Ensure "Service Project Customer - Portal Access" has the correct permissions (eg. Create Issues)
  • To modify a Permission Scheme, select Actions (top right) > Edit Permissions
  • Update them from here
• Leave Project Settings, and select Customers from the left-hand menu
  • Ensure all required customers are added (depending on the other settings)

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Links:

Check out the following links for some additional information:

• https://support.atlassian.com/jira-service-management-cloud/docs/what-are-service-project-customers-and-organizations/#Internal-customers
• https://support.atlassian.com/jira-service-management-cloud/docs/change-global-customer-permissions/
• https://support.atlassian.com/jira-service-management-cloud/docs/customer-permissions-for-your-service-project-and-jira-site/

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Let us know if this helps!

Ste