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Best practice for managing internal and external queues in one portal Edited

What's the best way to configure portal visibility to achieve the following:

  • folks within our Atlassian site can view and submit tickets to all queues (e.g. internal IT help, external IT help)
  • folks outside our Atlassian site (aka, customers), can only view certain queues (e.g the external IT help)

By "queues" I really mean different Jira Service Management projects, but all of these projects are displayed under one portal view.  

1 answer

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Answer accepted

Hello Jess,

Thank you for reaching out to Atlassian Community!

When it comes to project visibility in the customer portal if we select the permission that allows anyone with an account to raise tickets, it means that all existing customers, new customers, and internal users will be able to view the project in the portal and create tickets.

If you want to restrict some projects, it will be necessary to change the permission. Go to Project settings > Customer permissions (Classic) or Project settings > Channels > Customer permissions (Next-gen).

On this page, you need to select the option "Customers added by agents and admins" > Save. 

After that, it will be necessary to manually add customers and users to the projects.

Regards,
Angélica

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