Creating a support project

Alyson Reis

I've spent the last few days creating and configuring a support project in my JIRA, seen that this is the first time I have to create/configure a project (issue types, workflows, screens, roles, etc) from scratch I must say I'm spinning my wheels to get everything working (I looked into the How Atlassian Uses JIRA for Support page, but it's quite outdated).

Right now, my problem is the following:

I'm using my company JIRA to host the support project which my customer will have to access in order to create support issues. However, there are tons of other projects/issues which my customer obviously shouldn't have visibility. That being the case I have created an internal user and a specific group for this user, I also removed this newly created user from the jira-users group (reason is because users in this default group will have access to a lot of other internal projects). Once I remove the user from jira-users I can no longer log in as JIRA will only allow users from the jira-users group to log in, and that is my current issue... Any help or suggestion of an alternative configuration will be appreciated.

Thanks

Nic Brough -Adaptavist-

Yes, I'm afraid you've run into the inherited default group problem.

JIRA ships with jira-users as the group that defines "can log in".  That's fine on its own, but they then go on to use this group by default as "can use project".  Again, that's fine, until the first time you realise you need a less visible project.

At this point, you probably want to un-pick the defaults.  Remove jira-users from all the project roles for "private" project, replacing it with other groups or users as needed so that people can still get into their projects.  Think about removing it from the default role so that new projects don't inherit it too.

In general, my usual line is "don't use jira-users at all, except for 'can log in', and maybe 'browse users', 'bulk edit' and when you really do have a completely open project like 'JIRA support'"