Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
badges earned

Your Points Tracker
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

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

Customer List


1) Do I need to maintain customer list inorder for them to submit cases through portal ?

Where should I maintain it ?

2)If I have customer outside the organization do they need to signup in jira in oder to submit issues/ cases through portal ?


Thanks in advance for the help.


Best Regards

1 answer

0 votes

Hello @nooraknan,

Thank you for reaching out to Atlassian Community!

On Jira Service Management you can manually add customers or allow them to create their own account (or even let your portal open to anyone create tickets without logging in).

When the project is closed, agents/admins will have to manually add customers, otherwise, they won’t be able to create tickets in the portal or via email.

The list of customers in a project can be found on Customers:

Screen Shot 2021-06-01 at 17.41.29.png

To check if a project is closed, go to Project settings > Customer permissions (company-managed) or Portal settings > Channels > Customer permissions (team-managed). If the permission “Service project access” is set to “Customers added by agents and admins”, it means that customers can only create tickets if they are manually added to the project. 

To allow customers to create their own accounts, it’s necessary to go to the Cog icon > Products > Configuration. You can also allow them to access the portal without logging in. In this case, they can create a ticket, but they will have to add their email address, so they can receive notifications. This option also automatically creates an account for them.

Screen Shot 2021-06-01 at 17.43.39.png

For more information, please check our documentation:

If you have any other questions regarding this matter, please let us know.

Kind regards,

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

JSM June Challenge #2: Share how your business teams became ITSM rockstars

For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...

334 views 9 7
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