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Service Desk portal external access

Alessandro Tondo

Hello there,

I'd like to know what's the best approach when setting up a production environment with a Jira Server instance which is preferable to be accessed only from within the internal LAN and a Service Desk (server) instance which needs to expose to the internet a Help Center to any customer (e.g. support.company.com).

The portal is reachable through the machine static IP, but it is not the same as our domain server... And I cannot put Jira on this machine, neither move the domain to the former.

Can be set up a sort of redirection to expose the portal with the domain name?

Thank you for the help!

Cheers,
Alessandro

Accepted answers

Alexis Robert

Hi @Alessandro Tondo,

I had to setup a similar instance and I ended up doing the following:

create a DNS record (support.mycompany.com) on the internal DNS directory and the external one, so that agents only go through the internal networks and clients only go through DMZ/external network
define Apache rules to deny access to the agent-side of the portal from outside the company network (i.e. restrict access to URLs like support.mycompany.com/dashboard for example)

For this to work you will need to have an enterprise network that has a clear boundary between internal and external resources, otherwise you will not be able to achieve this.

You will definitely not be able to have different URLs for your agents (internal LAN) and your clients (internet) as Jira Service Desk needs a unique Base URL to work properly.

Let me know if you have any questions,

--Alexis

All comments

Alexis Robert

Hi @Alessandro Tondo,

I had to setup a similar instance and I ended up doing the following:

create a DNS record (support.mycompany.com) on the internal DNS directory and the external one, so that agents only go through the internal networks and clients only go through DMZ/external network
define Apache rules to deny access to the agent-side of the portal from outside the company network (i.e. restrict access to URLs like support.mycompany.com/dashboard for example)

For this to work you will need to have an enterprise network that has a clear boundary between internal and external resources, otherwise you will not be able to achieve this.

You will definitely not be able to have different URLs for your agents (internal LAN) and your clients (internet) as Jira Service Desk needs a unique Base URL to work properly.