Limit access for external Service Desk users to Service Desk projects Edited

Hi everybody,

the JIRA Service Desk ("SD") manual said that SD users don't count to the regular license. However, when somebody raises a SD ticket and completes the registering process, he is added to the group "jira-users" by Crowd which actually counts towards the JIRA licenses.

Not only that, he also has access to all the other non-SD projects. As the installation guide suggested, the JIRA is set to "Internal", but that does not help.

How can I limit access for external SD users to the SD projects only?

2 answers

0 vote

Not quite.  The manual says SD customers don't count.

You are adding normal JIRA users.  You need to be adding these people as customers rather than users. 

Thank you! Actually, our setup is pretty much standard. How do I change the registration so that it adds them as customers? Is there something in the manual I haven't seen?

Possibly, although I think it's not an easy read.

https://confluence.atlassian.com/adminjiraserver072/enabling-public-signup-and-captcha-828787685.html#EnablingpublicsignupandCAPTCHA-EnablingpublicsignupforJIRAServiceDesk

I think you may have enabled public signup for all users, which gets them into JIRA as users, and you only really want public signup for SD customers.

To enable JIRA Software sign-up, the manual says it should be set to be "Public" (which it's not in our case). Sign-up for Service Desk is enabled.

I see that there is a "Service Desk Customer" group in JIRA, but none in Crowd (only jira-users and jira-servicedesk-users).  New users are automatically added to the jira-users and confluence-users group in Crowd.

0 vote
Jack Brickey Community Champion Aug 02, 2017

@Sebastian Wramba, can you check what you have setup under Applications > Application Access for JSD?

JSD can be accessed by group jira-servicedesk-users

JIRA Software can be accessed by jira-users and jira-administrators

I think this whole thing might have to do something with this issue: https://confluence.atlassian.com/jirakb/cannot-login-to-service-desk-as-local-user-when-crowd-sso-is-enabled-777026935.html

I think to make this work I will have to disable Crowd SSO for JIRA or otherwise, newly registered users will inevitably be added to the Crowd which automatically adds them to the jira-users and confluence-users groups.

Suggest an answer

Log in or Sign up to answer
How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Thursday in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

336 views 2 4
Read article

Atlassian User Groups

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

Find a group

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

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you