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Combining internal and external (public) JSM portals on the same site

Stéphane Veraart

A question of which I'm afraid I know the answer already, but I'd like to share the question to see if I am understanding things correcly.

Using JSM (Premium) on Cloud for internal company purposes of different types of requests and incidents. These customers all have a customer user account, so need to login and are able to access the JSM portal URL.

This organisation also has - for the purpose of understanding - public facing Netflix type of streaming services which are used by a multitude of known and unknown customers. If we want to use the same JSM site we are using for portals or even only email channels, we can only choose all or nothing. If you change it to public or anonymous access it will affect all spaces/projects at the same time.

Am I missing something or is there another way of making these 2 types of portals available at the same time?

Screenshot 2026-01-22 at 15.34.03.png

Accepted answers

John Funk

Hi Stéphane,

Now that Premium has the ability to create multiple Help Centers, you should be able to accomplish what you are tying to do.

Another option, if the external form is not complicated, would be to create a Jira Software space and create an anonymous form on it. Then you can use automation to copy/clone work items from there into a JSM space if needed.

All comments

Mikael Sandberg

If you are on a standard plan that is all you can do, besides setting restrictions on each request type. If you are on premium plan or up you can create help centers that you can configure to limit what is available on it.

John Funk

Hi Stéphane,

Now that Premium has the ability to create multiple Help Centers, you should be able to accomplish what you are tying to do.

Stéphane Veraart

Thank you. We're on Premium, as I wrote.

The challenge is not on the portal but the customer side of things.

The problem is that the setting I showed in the screenshot is a global setting, so if you would be able to explain how to manage the public, not registered users to create requests that would be helpful.

Stéphane Veraart

Thanks, John. As mentioned in my reply to @Mikael Sandberg below, it's not the help center or portal side but the customer side of things which is the problem. Specifically in combining internal users with external customers at the same time - even using the email channel only would I think not work for similar reasons.

The users are external (consumers like you and me using a commercial streaming service) so creating something in JSW is not an option either, unfortunately.

John Funk

So you can try to turn on the global anonymous access and enable anonymous access in the required portal by going to Space Settings > Customer Permissions and then change the Channel Access to Open.

For all other portals, change that setting to Restricted.

But sure to test thoroughly.

Stéphane Veraart

Thanks, that's good option. I'll have a look and check this solution to see if it works in a Sandbox environment.

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