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Allow Service Desk Customer to interact in portal only with project they sent an email to.

Fanny Vachet August 20, 2023

Hello,

we have multiple projects in JSM and do not want every customer to be able to access them all. We need to allow any customer to create an account as we do not know in advance who needs to be added to a project.

The issue is that when a customer raises a ticket via email it is automatically added to the customer list with Service Desk Customer role and then has access to any project in the portal.

We have created multiple project role so we can add them to the JSM Management Permission scheme.

The missing bit is to automatically assign this project role when a customer creates the tickets via email.

My question is: Is that the way to do it or is there another way for customer that send an email to be customer to ONLY the project they sent an email to?

Thanks.
Fanny

2 answers

2 votes
Patricia Modispacher _appanvil_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
August 21, 2023

Hi there. You can set up automation rules within JSM to achieve this. When a customer raises a ticket via email, you can trigger an automation rule that automatically adds the customer to a specific project role within the project they sent the email to.

Fanny Vachet August 27, 2023

Hi @Patricia Modispacher _appanvil_ ,

 

Thank you for this. Sorry I'm new, I did not find this option in the automation.

Do you mind explaining a but more ?

Thanks

Fanny

Patricia Modispacher _appanvil_
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
September 8, 2023
0 votes
Fanny Vachet November 2, 2023

There is a suggestion that will help with this.

Separate access control for the portal vs email submission 

Once the 2 access rights are separated I hope you'd be able to set a group for portal access and then use automation to assign a group to a user.

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