Customer Implications of Switching to Invite-Only from Open (JSM/Help Centre)

[Julie Daniel]

Hi, hoping for some tried and tested advice here please.

Intention

We have a number of existing service desks/portals and have created a new service desk/portal combo that is set to invite-only.

Our intention is that the customers we invite to the new portal will only be able to access content on that portal and will not be able to access content on any of the other portals.

Relevant Information

• Existing service desk/portals currently have channel access set to Open (Project Settings > Access > Customer Permissions)
• We have, to-date, allowed anyone with a whitelisted email domain (Settings > Products > JSM > Customer Access > Account Types) to email requests and/or submit them through the portal and have a business need to continue with the whitelisting approach
• We have all projects set so that customers can create their own accounts (Settings > Products > JSM > Customer Access > Portal Access)
• We have a mixture of existing customers that we either invited to our service desks and those who have created their own accounts at a later date (this means we don't currently see everyone in the service desk customer list to be able to manage them)
• We have had some success hiding the other portals from the new portal invite-only customers by changing the existing portal/service desk access from Open to Restricted but have concerns on the impact to existing customers for the other portals

Question

If we change all portals to Restricted what impact will this have for existing customers on the original portals (noting the information above that not everyone was invited, some have been allowed to create their own accounts over time)

Edit:

I may have found the answer but would appreciate confirmation.

After changing switching PortalX to Restricted, I observed that a customer invited to the new portal but not to PortalX could not see PortalX. I then added that customer as a JSM Customer role to PortalX and observed that they could then see PortalX.

The only point of difference between this customer and others is that this customer was specifically invited to the new portal whereas our existing customers haven't been invited at all but have been able to create their own accounts.

Perhaps someone can confirm the nuances (if there are any) of what sets customers apart based on how their portal accounts get created

[Jovin]

Hey @Julie Daniel 

"Invited Only" refers to only how that person can create an account. As all existing customers already have an account, any JSM Portals and Service Projects they previously had access to would be retained.

You can further refine their access by removing them as a customer from select projects.

For example if Customer A previously had access to Project X and Project Y as a self-created account, and you change it to Invite Only, they would still be able to access X and Y. You could then remove Customer A from Y leaving them only with access to X.

All new customers will need to be specifically invited to any project from then on, but will also have access to all "Public" service projects in the portal.