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FATAL: Service Desk customers can access other customer's portal!

Mamoru TASHIRO Dec 04, 2015

I intentionally put this question a shocking title for JIRA developers to pay attention  This might be a similar one of "On the Service Desk portal page, how do I hide the "Help Center" link from users?" but I'd like to emphasize that this is really so serial problem on utilizing JIRA Service Desk for multiple 'customers'.

Currently, any Service Desk Customers can access the Help Center and browse list of all customer portals for other customers.  And furthermore, incredibly, one can create a request in that portal for another customer.  We and of course our customers never permit this 'wrong' behaviour and need secure separation of one's own portal from any other customer's.  Specifically speaking, we are eager to forbid our Service Desk customer strictly to access contents below:

  • Help Center - https://<domain_name>
  • Other sutomer's portal - https://<domain_name><number for others>

How can we do this?  Or shall we give up JIRA Service Desk and migrate to Zendesk?

7 answers

1 accepted

3 votes
Answer accepted
Fabio Racobaldo [Herzum] Community Leader Dec 04, 2015

Hi Mamoru,

did you setup specific project roles for each your project as escribed here ? 

You should be able to give project visibility per customers just defining users to "Service Desk Customers" role per project. Please, take care that your customers are not defined in any group that are associated to "Service Desk Customers" role for other projects.

I performed a test on my instance and if a customer try to access another customer portal he have the following alert :


If a customer does to the list of all service desk projects https://<domain_name> he can see only project in which he has been defined as "Service Desk Customers".

hope this helps,


1 vote
Jacco van der Post Jul 01, 2016

This has not been solved at all. JIRA Service Desk 7.1.8

Steps to reproduce:

  1. Create 2 projects
  2. Set for both projects Request security on Only people on my customers list can raise a request
  3. Create an user without Application access for JIRA Service Desk
  4. Add for only 1 project the user to a role service desk customer
  5. Login as the customer in the customer portal and click on Help Center. The customer can now access and create issues in all portals.

This bug makes this product unusable. We do not want customers to see other projects!


Mamoru TASHIRO Jul 05, 2016

Hi Jacco,

Your referring version number '7.1.8' is one of native JIRA itself, not JIRA Service Desk plugin.

My issue of this case was already resolved and people think this case was closed.  Note that my case was an issue on the Atlassian Cloud, not on-premise version.

I think you better raise another item in Atlassian Answers or Support mentioning your JSD version with a bloody title to attract Atlassian's people;-)  And I expect a flaw of complaints on JSD's customer portal would move the busiest engineers of Atlassian in the world to improve it.

Thank you,


John Walker Jun 25, 2017


If, like me, you are looking at Service Desk and wondering if this is still an issue?

Jacco did raise another case. But, at current time, it appears unresolved.

1 vote
Cédric Bounameaux Aug 07, 2017

Hi all,

Any progress made ? Goal is to hide one customer's SD from another by hiding the help center link, while keeping access to the different service desks public. Possible? 

Blocking access to each service desk per customer as offered in the Jira Service Desk options would mean syncing all user databases beforehand, not quite handy.

So why not just hide that "help center" link to separate different clients without bothering them to register an account?

0 votes
Phill Fox Dec 05, 2015

Hi Mamoru,

Your question seems to imply that you are not restricting access to your portals to users with credentials. 

If you refer to and the section on managing access to your portal you will see that there are other options available to you apart from fully open public access. 

I believe you could use the second option 

  • Customers who appear specifically on your service desk project's customer list 

to configure for the problem that you are describing.

The place to set your access is described here




0 votes
Mamoru TASHIRO Dec 06, 2015

Hi Fabio and Phill,


Yeah, it seems this shocking title hit;-)  Thank you for answering promptly.

Great, that's it, selecting "Only people on my customers list can raise a request" in the Request security setting of each project restrict the Service Desk customer to access the invited projects only.

Then I can continue to use JIRA Service Desk instead of Zendesk:-)





Carlo Comincini Jun 20, 2018

Doing this way you completely loose the ability to raise issues by email.

We have 5 servicedesk projects for 5 different customer companies.

We give 5 different email addresses to raise issues on their projects.

We need to allow users to view issues on the portal but we also need to make a customer from a company not to raise issues on another one project.

So we need to open the creation issues to anyone by email but not to navigate the first level of the customer portal.

Like Josh Thompson likes this
Dan Cumings Jun 20, 2018

The main problem is that they have access to each other portals.  It would be nice if we could isolate the portals from each other.

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0 votes
Heidi Duts [ACA-IT] Dec 07, 2015

@Maroru,  Where do you find this screen(Request Security)?

When I go to the administration tab of my project I see this:

image2015-12-8 10:17:6.png




Mamoru TASHIRO Dec 08, 2015

Hi Heidi, I guess you should be a service desk admin to access that page. Thank you, TASH

Matthew McMahon Dec 09, 2015

Hi Heidi, Are you using JIRA 7.0.x and JSD 3.0.x or an earlier version? Matt

Heidi Duts [ACA-IT] Dec 09, 2015

I'm administator. We use v6.4.12 and JIRA Service Desk v2.5.4

0 votes
Dan Cumings Jun 20, 2016

Has this been resolved yet?  We would like to have an internal vs exernal Service Desk.  i do not understand the point of having two portals if both portals are linked together via a help center.  I think the correct fix would be to remove the Help Center altogether so we can keep the different Portals seperate.  Also we should be able to modify the endpoint urls so that customers cannot guess what other portals are.


Currently you are limited to:




It would be better if it was



Mamoru TASHIRO Jun 20, 2016

Hi Daniel,


This issue was already resolved by Fabio and Phill's answer.

Unfortunately I cannot understand your point.  You better create another item in Atlassia Answers.


Thank you,


Henri Virtanen Jun 21, 2018

I'm also looking an answer to this and made a similiar question concerning visibility and grouping portals here:

Dan Cumings Sep 28, 2018 • edited

I am not sure if this was ever resolved.  We have decided to move to zendesk instead for external customers.  We still use service-desk internally.

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