Goal: Configure/create an Internal IT Helpdesk portal

[Nick Savage]

If I hide an internal IT Helpdesk project from the Help Center, is it possible to make the hidden project available to only employees to access/submit/update tickets to? I found this How to hide a project from Help Center but it doesn't go any further...

Current:

Our customer service team currently uses a JSM project to track tickets/issues from [external] clients. There's an external facing Help Center configured (with a customer service Portal) for these clients to access.

Our organization lacks an IT Helpdesk Portal for internal requests/issues. When I create a new project in JSM (choosing the IT service mgmt. template option) the portal consistently appears on the External facing Help Center which is unacceptable (the reason it needs to be hidden).

Perhaps I just haven't found the right search terms yet...

[Jack Brickey · Accepted solution]

You don’t need to hide that project. You simply need to ensure that no external customers are part of that internal project.

[Nick Savage]

@Jack Brickey Thank you, however, if I don't hide it the external facing Help Center is altered with the newly created IT helpdesk portal. You can see a before hiding project, and after hiding project example below.

[Nick Savage]

To clarify: By default all customers can view? I have to explicitly deny external customers from viewing? Would you please point me to where I explicitly deny external customers.

Project settings > Customer permissions shows the following

No customers are listed as added

[Jack Brickey]

Something isn’t looking right here. You show that you have not added any customers to the project and yet you’re showing that a customer can view the project on the help center? To be clear here are you accessing the portal as a customer or are you an admin or agent keep in mind that as an admin or agent you will see something different on the help center then a customer would. What I would recommend doing to test out whether a customer can see an internal project is to create a test customer account such as your Gmail account. Then add that Gmail account as a customer to the external project but not to your internal project. Next login using your customer email account access the portal and see which projects you see. If in fact you see an internal project that you’re not a customer for I would be interested.

[Dirk Ronsmans]

Hey @Nick Savage ,

Like I mentioned in the June JSM AMA thead.

As who are you looking at that portal? As your own account (who has JSD application access? going by the NS in the top right corner I'm guessing so)

Your settings say "only customers who are added to the project can view" and your customer list is empty so a regular customer who can log on to your portal will not see the project.

You, as an agent however, will see all the projects on the portal that you have "browser project" permissions for.

You really need to distinguish between a customer and an agent and when a person logs on you need to verify if that person has agent access/browse project permissions.

Imho, as it looks right now, only users with browse project permissions will be able to see this helpdesk on the portal (so that means licenced agents) and you have no customers defined so nobody without a license will be able to see it on the portal.

[Nick Savage]

@Jack Brickey - Thank you sir. That clarifies what I'm missing 👍