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Restricting Jira Service Desk Customers to view only access

Oval Star

I'm trying to set up customers in Service Desk with view only access. In other words, they would not be able to create or delete requests. Requests would be created on their behalf by Service Desk agents. The customers would then be given the URL (via email) to access their issue in the customer portal. They would only be able to view and add comments for their own issues.

Is there any way to achieve this? I've tried removing the portal customers role from Create and Delete issue permissions, but apparently customer account creation depends on those permissions because the app now fails to create customer accounts.

Thx

Accepted answers

All comments

Walter Buggenhout

If you want your agents to create issues on behalf of your customers, they would still be the ticket's reporter and thus still need create issues permission.

So no, this does not seem to be a realistic scenario.

However, if you just let them keep the create issue permission, everything else you mention would more or less happen out of the box: They will receive a notification email with a link to the issue, they will be able to access the issue and participate through comments.

Oval Star

Thanks for the response. Just to clarify, when you state "they would still be the ticket's reporter," do you mean the agents or the customers? I'm assuming you mean the customers.

Perhaps I should ask the question a different way. Given that removing the create permission is problematic, is there any way to hide the create request function from portal customers?

Oval Star

Perhaps I should ask my question in a different manner... Given that removing the create permission is problematic, is there any way to hide the create request function in the UI so portal customers can't access it?

Walter Buggenhout

There is an option to hide the request type indeed, but it will not solve your problem:

Screen Shot 2017-10-13 at 15.40.15.png

When you hide a request type from the portal, it will no longer show on the Requests overview page either.

Could you explain what you are trying to achieve here or why you would want your customers to add things, but not create issues? I am wondering what problem you are trying to solve here.

Oval Star

I have a mandate that only Service Desk Agents are allowed to create requests in JIRA Service Desk. (I did not create the mandate. I've been assigned the task of making it happen). After the request is created by the SD agent, the portal customer can add comments to the request record in the system.

I already explored the option of hiding all the request types on the portal home, but the problem with that approach is that it appears to be global, so our agents wouldn't be able to see them either.

I'm getting a sense that Service Desk just won't accommodate this scenario.

Jerry Ryan Ishmael

'Portal Customers' get access to the customer portal, they can always create if given access.

'Internal Customers' or users would need a JIRA license in order to see anything and comment on internal Projects. Unless you want a public facing project (see Atlassian JIRA for example), but again can't limit creating issues.

Krista Parker

Do the customers still need to access the portal? You could have them email your agents and then the agents submit the requests.

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