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Best practices for implementing Internal Customer portal Using a Jira Service Management Project


Hi All,

We are trying to implement the the Customer Portal for the internal Users (within our organization). On our Jira Instance, every internal user has a jira-software license as well as a jira-servicedesk license which gives them access to everything in all the projects except when restricted through the permission schemes. We have been using jira with this setup for a longtime and it was working fine if not perfect.

The problem we have now is that we are wanting to create a customer Portal for the internal customers, which serves as a hub for the all their requests created with other teams. Do you have any suggestions in setting up the permissions OR setting up the internal customer portals by which we can get the best value for the jira service management.


1 answer

0 votes
Ajay _view26_ Community Leader Sep 30, 2021

Hi @Bhanu 

You shouldnt be utilizing JSM licences for Internal Users. Instead you should treat internal customers, as JSM customers who can login to customer portal to create requests without consuming a JSM license.

You can read more of the best practices here.



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