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Can I Use Jira Service Management For External Customers?

I read a lot of the documentation and it says you can use Jira Service Management for External Customers, but after playing around with it I think that means external to my organization not to external as in random customers.

I know you can configure confluence pages to by viewed by anyone is it possible to have other parts of Jira Service Management visible to anyone?

1 answer

1 vote
Jack Community Leader Mar 19, 2021

JSM can be used for internal or external customers. I am using for a wide variety of scenarios. 

  • Internal: HR Staffing requests, IT, Facilities, etc
  • External: Customer Service, Customer technical assistance center, service order requests and tracking

When you define Customer they are 'free users' and as such do not have direct access to the applications but do have access to monitor the issues they created or are participating in via a Portal. They also have access to any Knowledge Base articles that are shared with the project.

@Jack Thanks for answering so quick. So for the portal I sent that to my wife who has no affiliation with our group and she gets a log-in page. Is there anyway to edit the customer portal to make them viewable by anyone? I am on the Standard Plan

Jack Community Leader Mar 19, 2021

What does "them" refer to in your above reply? Are you talking about making a JSM project publicly accessible or are you talking about sharing certain request w/ other customers. A really good place to start is with the documentation that describes Customer permissions - customer-permissions-for-your-service-project-and-jira-site . This link will provide you with a number of articles that should answer your questions. Basically, customers have access to one or more projects and they can belong to Organizations that control the sharing of reported issues and help silo your customers so that they cannot share w/ other customers. If no sharing is desired that is certainly attainable too.

Dirk Ronsmans Community Leader Mar 19, 2021

hey @Huskey, Michael (M.) ,

Just to chime in. You can open your project/instance open to be public too.

That means that anybody who has the url can pretty much create a request and their email address will be their identifying parameter.

They will not be required to sign up to the portal (they can if they want) but they will get a mandatory field being their email address. (if they enter an existing/real one that is up to them of course).

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-an-open-portal/

https://confluence.atlassian.com/jirakb/how-to-manage-access-to-your-jira-service-desk-cloud-967872675.html

@Dirk Ronsmans Thanks for this! That answered my question

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