IPallowlist blocking JSM Portal

Question

Our company is on Cloud and uses Jira, Jira Service Management, and Confluence.

We are moving our instance to enforce ipallowlists next week (restrict connections to VPN).  In my testing, I am finding that our Customer portal (JSM portal) is getting blocked when I turn on the allowlist.

Is there something else I need to be doing/checking to still allow our customers access to the portal with the ipallowlist enforced?

Sandro Wüthrich · Answer

Excuse me, but this "solution" is ridiculous. Ryan is absolutely right, the customer portal is therefore completely useless. It must be possible to exclude the customer portal from the IP allowlist.

Please vote for this issues:

https://jira.atlassian.com/browse/ACCESS-1532

https://jira.atlassian.com/browse/ACCESS-1846

Ryan_Buschmeyer · Answer

well, that makes the "customer portal" completely useless if they cannot access it because we want our Agents to be on a VPN.

Akhand Pratap Singh_z78moi · Answer

Hello @Ryan_Buschmeyer ,

I assume you are following methods mentioned here for whitelisting: 
https://support.atlassian.com/security-and-access-policies/docs/specify-ip-addresses-for-product-access/

All your external customers must be using VPN. Also, I found an open ticket https://jira.atlassian.com/browse/ACCESS-1532, if they are not using VPN, they will not be able to access it at the moment.

Also, make sure your org's firewall allow domains as mentioned in document:
https://support.atlassian.com/organization-administration/docs/ip-addresses-and-domains-for-atlassian-cloud-products/