Are customers added to IP allowlist and jira projects as a customers are only- portal customers?

[Vera Valshonok]

HI All, 

Please advice are customers added to IP allowlist and jira projects are counted as a customers are only- portal customers  or not?

[Manoj Gangwar · Accepted solution]

Hi @Vera Valshonok 

In JSM, customers added to the IP allowlist and those associated with Jira projects are generally considered "customers" only if they have access to the service portal.

Portal Customers: These are users who interact with your service desk through the customer portal. They can raise requests, view the status of their tickets, etc.

IP Allowlist: If customers are only added to the IP allowlist but do not access the service portal, they are typically not counted as portal customers.

Jira Projects: Users added to Jira projects can be considered customers if they have specific roles that grant them access to the service desk. 

[Vera Valshonok]

If all customers have access to porta l but projects are restricted so they need to be added to IP allowlist and then as customers to project, are they counted as a portal - only customers?

[Manoj Gangwar]

Yes, they counted as a customer portal only. 

[Vera Valshonok]

Thanks for your answer, where can i find this info in the articles or documentation, I could not be able to find it somewhere where there is exact info that states it. Maybe you know any articles?

[Joseph Chung Yin · Accepted solution]

@Vera Valshonok -

Here are a few links that focuses on JSM permissions -

https://support.atlassian.com/jira-service-management-cloud/docs/overview-of-jira-cloud-permissions/

https://confluence.atlassian.com/jirakb/standard-permissions-in-jira-service-management-838416600.html

I am not aware of any specific documentation addresses your exact ask.  The key is to remember that Customers are always considered as users who access the projects only via the portal UI + he/she are able to create issues, add comments/attachments, and access his/her issues via the portal UI only.

Hope this also helps.

Best, Joseph Chung Yin

[Vera Valshonok]

Many thanks!