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Grant internal employees with specified domain access to jira service management

Claude_s7ijxq

Hi all,

I have set up a new JSM Help Center. The portal is accessible to all (public) without needing to log-in. However strangely enough internal company members do not have access to it. I have now also added internal customer access by checking the "use approved domains to grant internal customers access" and added our company email domain, but strangely enough they still don't have access.

What is missing?

Accepted answers

All comments

Nikola Perisic

Hello @Claude

When your internal users try to access the portal, what is the error message that they receive? Let's start from there.

Marc -Devoteam-

Hi @Claude

Enabling this setting applies to New users/customers.

So for already existent users, add this group to the project and grant them the role Service Desk Customers, of you kept the permission scheme default.

Or you can add, the users via their email address via the customer option in the project.

Claude_s7ijxq

Hi Nikola,
This is the screen they are shown. Mind you again, everybody else (whether logged in or not) can access. Only internal company users can't access it. I also haven't given those users access to the project yet. I didn't feel it was necessary because the whole portal is open to the public.

Claude_s7ijxq

Hmm that seems so strange. It's so counterintuitive that literally everybody has access to the help center, except for internal users.

If I decide to add the whole company to the "service desk" do they all get a spam invitation email to the product or project?

Claude_s7ijxq

Hi @Marc -Devoteam- ,

I have added all internal atlassian jira users to the "service desk team". They now have access to the portal but when my agents, want to add some of our internal employess as request participants to a ticket they can't do so. According to this link (https://confluence.atlassian.com/jirakb/agents-can-t-add-customers-to-jsm-cloud-projects-1295815386.html), this is limited to site or org admins. I myself was able to add these internal users to the ticket (since I'm site admin).

How can I give my agents the same rights so they can add internal users as request participants?

I'm also not the org admin so I couldn't verify this "approved domain" part. I know I have it checked but if I want to check the details only the org admin has access.

Marc -Devoteam-

Hi @Claude

They need the role "service desk customer" NOT "service desk team",

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