Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Client-Facing Ticketing System

We would like to create an internal portal and an external, client-facing portal for a client ticketing system. However, we don't want our clients to be able to access the internal documentation and as of right now we're only able to put our internal and external space in the same portal.

Can anyone please advise with any help on a solitary client-facing ticketing system through Jira?

2 answers

1 accepted

1 vote
Answer accepted

@Michael Austin @Denis Boisvert -

Welcome to the community.  In addition what @Walter Buggenhout _ACA IT_ stated, for your internal facing JSM project, you need to ensure the customer permission is configured properly - (Project settings >> Customer Permissions ... See image below).  By using this setup, customers can only see the project, if and only if,  they are added to the project.  The default out of the box setup is default to "Customers who have an account on this Jira site".

2021-11-03_18-07-23.png

Using Project Settings >> Knowledge base, you can setup link to the appropriate Confluence Space.

 

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

@Michael Austin -

Thanks for your vote on my recommendation.  If you have a chance, please click on "Accept answer" on my suggestion.

Best, Joseph

Hi @Michael Austin and welcome to the Community,

You describe a situation where Jira Service Management can provide the external, client-facing ticketing system. Your external users won't need a license (they are free users).

Confluence will provide the knowledge base and your internal documentation. The easiest way to set this up correctly, is by creating 2 separate spaces in Confluence:

  • the knowledge base space where you allow access for unlicensed users through the JSM portal;
  • a restricted space for your internal users.

For a bit more information on how this works and how to set this up, start exploring this introductory blog post and Atlassian support documentation

Hope this helps!

Hey @Walter Buggenhout _ACA IT_ thank you for your insight! I've created two separate space in Confluence and it looks like they are still ending up in the same portal. Could this be a settings issue perhaps?

What do you means exactly in the same portal? In your JSM configuration, you need to select which Confluence space is linked to your portal. You will need to jira project(one for internal portal that is linked to your internal confluence space and one for the external one linked to your external confluence space)

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

JSM Jira Automation: How to Send SLA Breached Notifications

Hi Everyone, In   this tutorial,  we will show you how you can monitor an SLA, and send notifications before or after the SLA has been breached.   SLA Threshold Trigger The SLA t...

731 views 5 13
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you