How to block a portal customer?

[Illas]

Our portal is open, which is not something we will change. But we still want to revoke access to one particular email that is being automatically added as a request participant. Instead of making automation rules that would update the ticket, we would like the user blocked from creating any tickets.

We have setup auto fwd from our support email to atlassian SD portal email, which creates tickets with the original sender, but it also takes the middleman (so to speak) as a request participant. 

I see no option to really manage customers in portal. Nothing in admin, in project Customers tab it only lists "Resend Invite" and those have accepted have no actions available.

[Valerie Knapp]

Hi @Illas , thanks for your question.

This is something you will need to escalate to an organization admin for your instance, as the possibility to revoke access to the portal is there with the configuration for where the rest of the accounts are managed.

There is a section in the organization admin settings called, 'Products' and there, in the Product setings for Jira Service Management, there is a directory for the Portal-only customers, where you have the possibility to revoke their access.

This will look differently depending on when you got Cloud, but basically this is what you would need to request the org admin / site admin to do, to either revoke the access or delete the account.

I hope this helps.

Cheers

[Illas]

@Valerie Knapp I am an administrator, but I haven't been able to find that section. It only shows Users (Agents) in admin. And yes, we have Cloud.

[Valerie Knapp]

Hi @Illas , thanks for your reply. To access this area, you need to have an org admin role, which you access through admin.atlassian.com. You won't be able to do this from within the product of Jira Service Management, even if you are a product admin, as the management of users and products is at the admin level for the organization or site.

[Illas]

@Valerie Knapp As said, I am administrator (for organization), product owner. I have access everywhere. It is still not there. These options are not available in Cloud.

[Valerie Knapp]

Hi @Illas , if you go to admin.atlassian.com, you should see, depending on how long you have been in the cloud, either a section in the User Management area, like this, for JSM, to manage the portal-only customers-

Or, if your organization is newer, you would need to go, always in admin.atlassian.com, from the Product menu, to the site where you want to block the customer

Then, in here, I find the section to manage the portal-only customers -

I hope this helps.