External Customer Portal Restrictions

[Gus Feliciano]

Hi we are trying to setup an external customer portal so that we can share a link for a customer to drop help desk tickets. The issue we are running into is that when we do that they can click and go to the main page and use the search bar to see other portals, etc. They do not have access to the other portals but we do not want them to see our other customers etc. 

Any way to truly make this portal work as an independent help desk?

[Mariana Silveira Sales · Accepted solution]

@Gus Feliciano 

If you have JSM premium you can create more than one help center: 

https://support.atlassian.com/jira-service-management-cloud/docs/create-and-manage-help-centers/

After created, go to Customize -> manage topics and portals

Then you can hide the portals you want to

[Gus Feliciano]

So I think I created a separate help center but for instance when I send a link to a specific help center they only see the options there. My issue is if they click on the logo in the top left it takes them to the main page with the search bar and if someone types something there it shows them all the other help centers even if they click on them it says no access but we dont want them to see it at all. 

[Mariana Silveira Sales]

Can you share an image of the help center you are mentioning? Because it's seems to me that there is a confusion between help center and portals.

Each JSM project has one customer portal. The portal is where customers can see the "options", that is, the request types.

The Help Center is a central hub that groups all portals in your JSM instance. The Help Center can display multiple portals, each corresponding to a different project (e.g., IT, Facilities, HR).

Since a portal exists within the Help Center, even when you access the link direct to the portal, you'll be able to access that help center too. 

So my suggestion was to create a new help center and hide the portals you don’t need, showing only the portal of interest. This way, when you share the portal link, if you click on the logo and returns to Help Center page, this help center will not display others portals.

To create a new help center: Go to Settings -> Products -> Jira Service Management -> Configuration -> Help Center

[Gus Feliciano]

I think I got it working but one issue I run into now is that if a user goes to their profile and requests. When they click on Status drop down they can see status types for all portals even the hidden ones. 

[Mariana Silveira Sales]

Yes, currently all the workflow statuses are being shown on the customer portal.

There is a issue opened for that https://jira.atlassian.com/browse/JSDCLOUD-9950

[Gus Feliciano]

Thank you!

[Mariana Silveira Sales]

You're welcome!

Please, click on "Accept Answer" if my answer helped with your questions. Thanks!