The new Jira Service Desk Next-Gen project type comes as the simplified solution for easy to start and use for your help desks, without needing a Jira administrator.
One of the differences in comparison with the classic project type is that customer permissions should be managed only on the Customers tab, leaving the internal project access area for internal use only, which makes sense.
Recently, I've worked together with a customer who wanted to leverage Atlassian Access's user provisioning to automate the access grant for portal-only users of their company, these users have Atlassian accounts, so that's feasible.
On classic projects, you just need to use a provisioned group and grant it the Service Desk Customer project role within your Service Desk project, but as things are different for Next-Gen, this role does not exist, where to now?
In order to solve this problem, I went through a round of testings with the new simplified permissions for Next-Gen and got the result that allowed internal users to become customers on Next-Gen projects through Group assignment (Which can happen through user provisioning):
Create a new role, let's name it Service Desk Customer and then grant it the following permissions:
Act as an agent and communicate with customers to create, edit, assign, transition, link, and log work on any "<Service Desk Name>" request.
Create requests internally
Create "<Service Desk Name>" requests internally and fill out their fields upon creation.
Leave internal notes and attach files to any "<Service Desk Name>" request.
The users provisioned into the servicedesk-customer provisioning group created were granted customer access to the portal, without issues to raise tickets, share them, transition them to support through comments (With the proper automation in place), seems pretty good.
I wanted to share this as it might help other people and also detect any outstanding missing permissions in case of different Service Desk Next-Gen project configurations.
Rodrigo B.Atlassian Team
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