How to automatically add users from outside of the workspace to specific roles/groups?

Christopher Carvalho_czfjed

We have a customer-facing portal, where after submitting their tickets to us they have access to their tickets within our workspace.

The problem is that they end up visualizing the tickets of other customers from other companies.

The solution we thought: A security scheme automation that will automatically set the security level of the work item submitted by the user to a specific one related to their company, based on their reporter email domain. This should ensure that they only visualize the work items of their respective companies and hide the work items of the other companies.

The problem: As we have many customers submitting tickets to us, it is very troublesome to manually add each and every user to the security level. We could do it via groups, but then we have to manually add every single new user to their respective group which is a hassle.

As we can add groups to the security levels, is there a way to automatically add users to specific groups based on their reporter/email domain?

Example: If reporter email contais @companyXYZ.com, assign to group "Company XYZ"

Is the above doable? Are there any other means of accomplishing it?

Jayesh Raghuvanshi

@Christopher Carvalho 

Don’t use groups for portal customers in Jira Cloud; use Jira Service Management Organizations and auto-assign customers to their org by email domain, then restrict customer sharing to their own organization so they only see their company’s requests. You can optionally use automation to always add the reporter’s organization to the request and control whether new requests are auto-shared with the org by default

Why: Customers can see others’ requests when project Customer permissions allow sharing or searching beyond their organization, or when requests are shared with a broader audience by default. If users from different companies were accidentally placed in the same Organization, they will see each other’s organization-shared tickets in the portal requests list.

 

My suggesstion:

• Create a Customer Organization per company, then add that Organization to the relevant service project(s) so its members can raise requests there and share within the org
• Add the customer’s email domain(s) to the Organization; new customers whose email matches those domains are automatically added to that Organization (up to 10 domains per org; existing customers are not retroactively moved)
• This removes the need to manage groups and scales cleanly as new portal customers join, because domain matching handles the assignment to the correct Organization automatically

 

Thanks
Jayesh R