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Anonymous portal but disable signup option

Ian_Leeder

I need customers to be able to lodge requests without an account, but I don't want to give them a signup option. I have successfully enabled anonymous access, but part of that process requires that I allow them to request signup.

Under Applications -> Jira Service Desk Configuration I need to set "Can customers access and send requests from the help center without logging in?" to Yes, but the only way I can do that is if I set "Can customers create their own accounts?" to Yes also:

The instant I try to disable customer account creation it also disabled (and sets to No) customer access without login:

Is it possible to prevent account creation and simply allow anonymous issue creation? I can't see anything in the Project settings to restrict account creation from there either.

Accepted answers

Ian_Leeder

I contacted support and got an answer on this. The answer is no.

You cannot allow anonymous access to submit tickets without also allowing signup as an option. Their reasoning is that if the user wishes to view the status of the ticket, they must be able to sign up. Tickets can't be public for privacy reasons.

Honestly I would like to be able to conduct the ticket correspondence entirely via email, I just want to use the portal to auto-suggest relevant confluence articles.

All comments

Nisha Hajamohideen

This is available for cloud. Please check the details in the link below:

https://confluence.atlassian.com/servicedeskcloud/blog/2017/04/introducing-the-login-free-portal-for-jira-service-desk-cloud?_ga=2.145334896.592512374.1539332590-798782042.1535452211

For Server, I am not sure if this is possible yet.

https://jira.atlassian.com/browse/JSDSERVER-1030 I still open.

Ian_Leeder

Yeah, that's the same link I gave in my question. I've followed that document, and I have anonymous (login-free) access on my portal configured and working. My question is, can I disable the ability to sign up but keep the anonymous portal?

Ian_Leeder

I contacted support and got an answer on this. The answer is no.

Honestly I would like to be able to conduct the ticket correspondence entirely via email, I just want to use the portal to auto-suggest relevant confluence articles.

Chris Keating_kxs0y2

Did you figure this out? Having the same issue now.

Ian_Leeder

I raised a support ticket and got this response. It's not the answer I wanted, but it's one I can understand.

In order for the user to track their request in the portal Desk, they would need an account.

This actually explains in the blog:

What do my customers see?
If you use a login-free portal, customers can discover your portal and its help articles via search engines. To send a request, they fill out a form and provide an email address to track the request. The rest of the process works like email support: they get a confirmation email from your service desk, can correspond with agents over email, and get updates on the request status. They can still finish creating an account in the portal to track the request, but it's not necessary.

There's a section where it explains how to configure this,

In the global settings, a JIRA admin allows login-free portals on the site. This doesn’t automatically turn it on for all the portals, it just makes it an option for projects on the site.
To do this, go to  > Applications > JIRA Service Desk Configuration > Customer permissions.
For Can customers create their own accounts? choose Yes.
For Can customers access and send requests form the help center without logging in? choose Yes.
In the project settings, a project admin allows anyone to send requests to the project.
To do this, go to  > Customer permissions.
For Who can access the portal and send requests to %your_site_name%?, choose Anyone.
If you want customers to be able to read your knowledge base without logging in and find articles via search engines, verify your knowledge base settings.
To do this, go to     > Knowledge base .
For Access > Viewing, make sure Anyone can read articles is selected.

So Globally, you would still need to set it as Yes for Can customers create their own accounts? Otherwise, how can the user track his own ticket, unless, an id is provided but that could have a higher possibility of a security violation if the request is private. So by setting this as yes, it doesn't mean that the user is compulsory to create an account, it's just that they would get a choice to sign up or not to sign up. So once they fill the request form, they get updated and communicated with an agent, through emails. But in the case of when they would need to go to the portal and track their own issues, that's when they would need to sign up. As explained in the blog, they can freely access the portal without login in, they can fill out the form in order to send a request.

Chris Keating_kxs0y2

Ok thank you for the detailed follow-up. We will end up using deleting the "View Support Ticket" and "Turn Off Notifications" buttons from the customer notification template and then use Refined (styling plug-in) to hide the login button in the top left (or at least make the button the same color as the background to hide it that way)

Tamay Hanlioglu

Is there any limit to when the customers will create accounts to send requests?

Thanks, Tamay

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