Jira Service Desk Separation

Question

Hello Everyone,

We've recently started using Service Desk and it seems ideal to create a simplified portal for customer issue entry and updates. However, we have been unable to find any documentation or configuration to "isolate" the client from the standard Jira system.

Upon creating a test user and visiting the portal URL to login to Jira as the customer, I get access to most Jira areas (issues, search, etc.). We'd like the client to ONLY see the service desk customer portal.

I've reviewed the permissions, groups, roles and permission schemes to no avail. Can anyone confirm if what we want is possible under Service Desk?

Thanks.

unknown · Answer

We want to have multiple clients accessing the service desk module, with the ability to see just their own issues via the portal.

However, it does not seem possible to configure Jira/Service Desk in such a way that clients can not log into Jira directly and see ALL issues relating to ALL clients, since the "Browse Project" permission that they need to access the service desk.

This seems to be a huge limitation, and would present a commercial risk unaccepatable to our clients.  We could create one project per client, but then we would have to have separate eervice desks for each, since each service desk can only sit on a single project.

Am I missing something here?

Chad Michael2 · Answer

Until we have this built-in to servicedesk/jira, I wrote my own page that hosts the service desk customer portal and then use javascript to hide all the stuff I don't want them to access. This method only works as long as the user stays on the page. All they have to do to break out is go directly to the servicedesk url instead of my page. CTS Ticket Collector

gdavidson · Answer

Restricting certain users to only see the customer portal, without accessing the rest of JIRA, is not possible in Service Desk right now.

However, we are currently investigating different ways of enabling that situation. You can watch the feature request at https://jira.atlassian.com/browse/JSD-36 to be informed of any updates.