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service desk permission


some customers are able to view the ENEL service desk even though they are not included in that jira project.
the customer permission seems ok

am i missing something?


2 answers

0 votes


You need to look at the Project settings - permissions - browse.  See who can view the project.


Hi Susan,

here you are


So you need to review those groups and roles and see who is in there that is not a service desk customer.  Because they too will be able to access this service desk.

I understand that, but I have 3 service desk and just 1 category "portal customer".


Is it possible to create customer portal access groups so i can give different permissions?

I alredy adjust every roles in project people section



The "Service Desk customer - portal access" entity refers to whoever is in your list of "customers' for that specific Service Desk.  So check your customers list for each of your service desks and you can change that directly.

Yes i checked it alredy. For example the customers with the domain don't exist in ENEL service desk but they're able to see it in the help center


0 votes

Hey @Claudia Vespiano

Like @Susan Hauth _Jira Queen_  It has to be that someone in one of your groups or roles has access that shouldnt. Taking your example, users with the domain have access but shouldn't. You need to check the following places to see if they are listed anywhere.

  • The People section in the project settings
  • The Customers list for the project
  • Any Organizations you have added to the project
  • The Groups you have added to the permission scheme

Hi @Cody Stevens _Community_ 


neither in the people project, customer list, organization there are users.


In the permission scheme, there are _service desk customer - portal access_ group, but since I have more than one service desk, if i delete that group, none of my customer(that are in that group) will be able to see the enel service desk.

I want that customer can view enel service desk but ones couldn't. actually and customer are in the same _service desk customer - portal access_ group.

@Claudia Vespiano 

I am a little confused on what you are saying. The "Service Desk Customer - Portal Access" is not a Jira group. That "group" is populated from the customer list for the project only. If you go to the project and access the customers section, anyone who is in there will be apart of the "Service Desk Customer - Portal Access" for that single project.

So if I am understanding what you are saying, it sound like the users you dont want to have access are in that list. If you don't want them to have access to that one project, you just need to remove them.

If those users are part of an organization that is in that list, you just need to remove the organization from the project. Remember adding someone to an organization will add them to any project that organization is apart of. Its the same with groups in the permissions scheme. Its best to use project roles to avoid situations like this.

Screen Shot 2019-07-19 at 9.48.24 AM.png

Hi @Cody Stevens _Community_ 


the customers section in enel is empty but users still can see the service desk.

Hi Claudia,

I would look at every project role, and group that you have defined in the browse project permission.  The users must be seeing the project via one of those groups or roles.


I agree with @Susan Hauth _Jira Queen_ . Theres no other logical solution to this than those users being in one of the groups or project roles in the permission scheme.

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