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

How to hidden projects from customer portal for specified groups or customers


We want to let some projects NOT able to be accessed from customer portal for their customers, and let some projects only can be accessed from customer portal for parts of their customers.
For example:
We have 3 projects X, Y, Z.
A, B and C are the customers for these 3 projects.
Now A, B, C can access these 3 projects from customer portal.

But our expect result as following:
Project X is not able to be accessed by all customers.
Project Y is only can be accessed by customer A, customer B and C are not able to access it from customer portal.
Project Z can be accessed by all customers.

How can I do it in JIRA Service Desk?
Now I only can add javascript to the help center/customer portal page, but I can’t control the data.


1 answer

0 votes
Ivan Tovbin Community Leader Apr 05, 2018

Hi Erik,

To clarify, every 'service desk' type project comes with a portal which cannot be turned off. 

That said, what you CAN do is hide all requests for a certaian project (standard JSD feature). That way, even though your customers will technically be able to access the portal for that project, they wont be able to raise any requests, because all request types will be hidden. I suppose that'll work for your project X.

For project Z you don't really have to do anything.

Project Y however is a bit trickier. You can't really hide a request type from one customer and show it to another. What you CAN do is use a custom validator (I'd personally go with a scripted one) which would display an error message if a "wrong" customer tries to crate a request. Not the most elegant solution, I know, but it's the only one that comes to mind. I suppose that MAY BE you can hide request types from certain customers using a 3rd party addon, but I'm not aware of any such addons and so I encourage you to peruse Atlassian Marketplace.

Hi Ivan,


Thank you for your reply.


Yes. We know that the current Jira Service Desk is not support our requirement.

We have tried to find 3rd plugin and asked help from Atlassian Support, but we didn't get what we want.


As you said, for project X, we can hide the request types to avoid the customer raise a request from customer portal, but this will makes them confusion. So we still need to hide the project what we don't want to open portal.

Now we are trying to code by ourselves to do this. But we found that even though we can hide the project from the help center, but we can't do this for the request page.

As we know that,  if the customer has created a request to the project by email automation, he also can see it at the request page.

So we are researching how to hide the request on the request page now.




Suggest an answer

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

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

1,747 views 10 17
Join discussion

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