Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

Recognition

  • Give kudos
  • My kudos

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Customer service desk permissions

Hi- looking for the best way to let jira service desk customers see ONLY the service desk tickets ALL members of their company create, and not see any linked internal tickets (to another project).

Not having much luck with setting this up.

We have tried issue security, roles, groups, and permission schemes. 

Jira server 7.13.3

Thank you!

2 answers

Hi,

by default all service desk customers having the same domain share a common organisation, eg. alice@acme.com and bob@acme.com both belong to a organisation acme, while bob@company.com belongs to organisation company.

If the customers belong to a SINGLE organisation all tickets created by them are shared by DEFAULT with the organisation, i.e. all other customers of this organisation can see these tickets using the customer service desk UI. There is one exception: The customer can chose to create a private ticket, which is not shared.

As log as the customers have NO Jira license, this should satisfy your needs. If they have a Jira license & they have access to the service desk project, there is no easy way to hide links to internal project.

Remember: Service desk customers DO NOT need a license to create, see & comment on their tickets & the ones shared with the organisation.

Best

JP

0 votes

Hi Shannon,

Do your service desk customers belong to a group?  If they are only added as customers in your Service desk, and are in no other groups, they should not be able to see any internal projects?

Do you think you could share some screen shots of a typical customer, their groups and then share your permission scheme for the service desk and one of the internal projects?

We can help figure out what's going on.   I have many external customers who cannot see internal projects. So this is possible.

Susan

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Asked in Jira Service Desk

Calling all Insight users, we need your help!

Hello Insight users,  As part of our (Mindville's) acquisition by Atlassian, our training team is looking to build some new Insight training materials. It would really helpful if you can ...

183 views 2 3
View question

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you