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Restrict access to JSM Portal for User Groups (Developer)

Christian Sprenger · 2025-01-23T09:48:59+00:00

Setup: * JSM on DC * JIRA on DC * Several Projects The Definition of: * Reporter -> can use JSM Portal to create/view tickets * Agent -> can use JSM JIRA to comment internal or external (visible on Portal) and do Workflows * Developer -> can use JSM JIRA to comment internal, for technical clarification Now, we had the…

Christian Sprenger

Setup:

JSM on DC
JIRA on DC
Several Projects

The Definition of:

Reporter -> can use JSM Portal to create/view tickets
Agent -> can use JSM JIRA to comment internal or external (visible on Portal) and do Workflows
Developer -> can use JSM JIRA to comment internal, for technical clarification

Now, we had the situation that a developer used the wrong link and commented on Portal-Side. Which was not good, because the comment was supposed to be internal only, now it went out to the Reporter directly and created a mess!

Question

Is it possible to forbid portal-access to a user group, that we can change the permission for the developers, that they not accidentally comment public?

Probably not by Atlassian default, but maybe you know a workaround or a feature request to vote on?

Accepted answers

All comments

Marc -Devoteam-

Hi @Christian Sprenger

Has the developer or groups of developers been granted the role "Service Desk Customers" on the project?

Make sure they don't have that role, if you uses roles on the project.

Also see JSM ootb roles on a project, what-users-and-roles-are-there-in-jira-service-management

Christian Sprenger

Thank you Marc for your answer and sorry for not adding this detail.
No, there are not, there're "simply" developers.

BUT we have an "Organisation", where everyone of the Company belongs to. Therefore, I reckon, they see the tickets.

Marc -Devoteam-

Hi @Christian Sprenger

If they are in an organisation, then Yes they are able to access the portal.

Christian Sprenger

So you say, IF I'd remove them from the Organisation AND they are not in Permission "Service Desk Customer", they'd not be able to access the JSM Portal.

Thanks, I'll check that out and provide feedback ASAP.

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