Publish Service Desk Customer Portal

Hi,

we use JIRA in our intranet network. We have installed the new Service Desk version (with agents, collaborators, customers license) and now we want to publish our support portal on the Internet in order to allow customers to login and create requests.

Since we will not publish all the JIRA application but only customer portal, how can we configure the system in order to have all the customer portal notifications refer to the Internet link (and not intranet link)?

Also the "Visit Portal" button on the welcome notification for customers currently refers to the intranet link, how can we define that the base URL for customer portal is different from JIRA base URL?

 

Thank you in advance

Regards

4 answers

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I do not think that is an option now. Service Desk portal is part of JIRA and not a separate application.

You will have to make JIRA public and make sure you get the permissions correct.

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Hi Jobin. We have some more questions:

  1. If we would like to publish ServiceDesk Portal let's say as support.example.com have we to publish also all JIRA instance as support.example.com as public base URL?
  2. if we have two or more ServiceDesk Portals on the same server, how can we provide different public urls for them?
  3. once we have published JIRA instance how can we set its base url to support.example.com in order to have it in all notification links (ex welcome mail for new ServiceDesk portal users)
  4. what do you think about the possibility to have a ServiceDesk portal separated from the internal JIRA instance? Do we need a JIRA license for each instance? Is it possible to integrate the two instances and allow users to browse projects of instance A from instance B and vice versa?

Thank you, regards

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Hi Simone, Arianna,

Unfortunately at the moment it seems that there arent any nice solutions for what you (and I) want to do:

  1. Yes, the public URL will point to your JIRA instance, although being creative with the rewrite tools you might avoid direct access to your JIRA software, the need to change the base url for the whole JIRA instance will create all sorts of problems unless you allow external access to the whole jira.
  2. See using reverse proxy
  3. See configuring base url
  4. this would be an acceptable solution for us too if it were a possible setup, which it isn't at the moment. You'd need to license both instances, BUT it is not currently possible (out of the box) to integrate both instances.

I am a bit shocked to see how long it is taking Atlassian to provide such a basic bit of functionality for a HelpDesk product (see JSD-513 for instance)

 

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