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Use email domains to restrict external customer sign-up for your Jira Service Management

This feature is progressively rolling out starting Tuesday 24 May 2022. If you are a Premium customer using Release Tracks then it will be available in your next release window.

We are excited to announce the release of Domain based allow lists for External Customers. This feature is a follow-up to the recently release Domain base sign-up for Internal Customers.

Not wanting to sound like a broken record, but… there are two types of customers in Jira Service Management (JSM)

Internal Customers - Typically employees of your company where a service is openly provided by one or more teams to the members of your company.

External Customers - Users who are outside of your company, often a subset of the general public. Where your company provides a service to external individuals/groups maybe known as clients or customers.

This feature focuses on the latter, but provides an important control for disabling External Customers all together, which is a must for organisations using a strict Internal Strategy.

How it works

image-20220518-035148.png

You will notice a few changes to the Customer Access page. This is where you can control which email domain will be able to sign up to your help centre.

 

These controls only apply to new customers signing up to your help centre. Existing customers will not be impacted.

Enabling/Disabling external customer accounts

Under the External heading you now have the option Allow portal-only accounts to be created for new customers accessing the help center. This determines if External Customer Accounts (also referred to as Portal-only accounts) are able to be created for your JSM site. Unchecking this field will prevent them from being created via portal sign-up, email, or by Agents in the Customers page.

If you are using an Internal Strategy, it is recommended you uncheck this field.

Adding an allow list for External Customer accounts

The next checkbox in the External Customer section Only allow account creation for customers with specific email domains let’s you define the email domains which will be allow to create new accounts via portal sign-up, email, or by Agents in the Customers page.

Once enabled you can add domains in the Enter a domain field.

 

Hybrid Customer Management Strategy

If you are working with Internal and External Customer Accounts and use approved domains as well as an allow list, then the former will take precedence. This means we will always create an Internal Customer account first whenever possible.

Customer experience

If a customer tries to sign-up to your Help Centre using an email domain not on the allow list they will be presented the following error message.

Screen Shot 2022-05-18 at 10.52.28 am.png

Emails sent to a portal email address from an unknown customer will be ignored if their email domain is not on the allow list.

10 comments

I don't understand the difference from what was enabled a few months ago (approved domains) 🤔

Like # people like this

I'm a little bit lost.

This sound like a system wide-setup.

We have a couple of Service Management Projects.

 

Category A) only internal Customers allowed (verified, multiple domains)

Onboarding as of today:

Add a new internal customer by adding an Atlassian account with no licenses

Add new user to specific group, which has customer portal role access to this specific project.

Add mail address as customer to the project, inside the correct organization.

 

Category B) External, known customers for a restricted Support Portal

Onboarding as of today:

Add a new customer by Agent to trigger the invitation

Hope, that those customers have not tried to send mails before they have been added to the portal as customer.

Do a regular sanity check of the mail log file to find out which Mails have been blocked

 

Category C) External customers, open to the world

Onboarding as of today:

Allow self-registration and accept every mail (if not on the blacklist).

 

How does those new features help me to streamline the onboarding in category A, or B?

Like # people like this

If we could customize per project, this would be a huge help.

Like Ingo Wenke likes this

unfortunately, this is a system wide setup, not a setup per project. (was clarified by @Benjamin Paton )

So, in-mixed mode no progress.

There is one more piece of the puzzle coming later this year, which uses domains to automatically add customers to organisation groups. It sounds like this is the part you are looking for, for controlling access to individual projects.

The major capability this feature brings, is the ability to restrict your whole help centre to a list of know domains, or prevent the creation of external customers altogether.

Like # people like this

@Benjamin Paton is there any article or ticket-ID I can follow to see, when this feature will be available? unfortunately without the implementation to organization group, this feature is useless in our company.

@Benjamin Paton

For the domains, please consider the use case where a company may have multiple atlassian instances ( xxxx.atlassian.net and yyyy.atlassian.net), but all company users have the same domain email address.   Also, users may need access to both xxxx.atlassian.net and yyyy.atlassian.net.

Having followed the steps above users are still able to sign up with a non-approved domain. Does this take time to take effect?

@Thomas Griem https://jira.atlassian.com/browse/JSDCLOUD-4519 this is the best place to watch.

@Michael Wood if you are able to add the domains then it should take effect immediately. If it is still not working I suggest raising a support request.

@Benjamin Paton Are we able to bulk load permitted domains? I mean, I don't want to sit there and "manually" have to enter dozens of domains when I could easily upload them via CSV.

Like Majken Longlade likes this

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