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Best practices for Customer Service portal open to the internet

Mariano_gmlums

Can you give me advice on how you manage such access?

We're sharing our JSM Server instance with our customer project (the rest all internal projects).

Of course the internal projects we don't want them to have a portal (or at least not anyone have access to them), but the Customer Portal should allow people to login (if user created by opening an issue via ticket) or signup.

How do I manage this? My JSM instance only has `jira-administrators` and `jira-servicedesk-users` groups by default.

Should I create a `jira-servicedesk-customers` group or should I manage this with roles?

I'm all ears!

Accepted answers

Joseph Chung Yin

@Mariano -

I agreed with what @Walter Buggenhout suggested. However, if you still want the portal and JSM style of issue tracking, then what you can do is to change your internal JSM project(s) Customer Permissions (Project settings >> Customer Permissions) for Channel Access from Open to Restricted

When this option is selected, then your project admins/agents can control each project's access for "Service Desk Customers" role by manually adding the users to this role.

This essentially will only make the project visible in the portal UI where only the authorized users can access the project(s) and submit his/her issues via the portal UI. Don't forget that those users are treated as customers and will not be able to access the issues via the project UI. Lastly, this setup is done at each individual project's level.

Hope this also helps.

Best, Joseph Chung Yin

All comments

Walter Buggenhout

Hi @Mariano,

Here's a couple of links to Atlassian documentation on how set up access to JSM on data center. The links are from version 10.0, but near the top right corner you can select the version that you currently have on your instance:

Managing access to your service project (essentials on how to manage access to your service desk project)
Setting up server project users (relevant for managing users and groups)
Configuring the customer portal (has some tips about access and sharing the portal with your customers)

If you have internal projects that you don't want to have a portal, it makes much more sense to use Jira Software for those instead of Jira Service Management. These are built for tracking internal work, don't have a portal feature and have a cheaper license for your internal users than the agent license for JSM.

Hope this helps!

Mariano_gmlums

Hello @Walter Buggenhout ! Thanks for your input!

But does Jira Software adapt to a full blown IT OPS team? I'm mostly interested in Change Management ticket types and queues that show like this:

Screen Shot 2024-09-22 at 17.20.17.png

As well as the agentless asset tracking, etc etc.

Joseph Chung Yin

@Mariano -

When this option is selected, then your project admins/agents can control each project's access for "Service Desk Customers" role by manually adding the users to this role.

Hope this also helps.

Best, Joseph Chung Yin

Mariano_gmlums

Hello @Joseph Chung Yin ! I don't have that option on the Project's Customer permissions:

Screen Shot 2024-09-22 at 20.55.13.png

Joseph Chung Yin

@Mariano -

I missed your call out for JSM Data Center/Server... If this was the case, then you will need to change the option on for "Customers who are added to this service project" for your project.

Hope this helps.

Best, Joseph

Mariano_gmlums

Thank you!

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