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How to deliver JSM to multiple clients with little admin

Trevor Overstreet October 18, 2023

Hello All,

We'd like to give all of our clients (different domains) access to a single Jira portal to submit tickets for various work items. What is the best way to build this without opening the entire portal? If we do open it with no restrictions can we capture the reporter email to create automaton to assignees?

If restricted, is there an easy way to import users/ organizations and can be easily maintained? 

Also, is there a way to build a custom form so only one client can see it but other clients can't in the same portal?

Current global settings:

Screenshot 2023-10-18 at 11.00.52 AM.png

1 answer

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Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 18, 2023

@Trevor Overstreet -

In JSM, you can locked down projects visibility/access hosted within one portal UI for users from multiple domains.  

For each JSM project, access Project settings >> Customer permissions UI to change Channel access to "Restricted" (see reference link - https://confluence.atlassian.com/jirakb/how-to-restrict-customers-access-to-specific-projects-only-in-jira-service-management-917965224.html).  This essentially control the visibility of the project to users who are invited to the project by project admins/agents.  Anyone who is not called out in the project's "Peoples" UI, he/she will not see the project at all from the portal UI.

Since you will have different users from your multiple authorized domains for your site, you can create process to manage groups membership for your different domains, then just use the groups in your different JSM projects by granting them "Service Desk Customers" role to access the specific project(s).

Hope this makes sense.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Trevor Overstreet October 27, 2023

Thanks for the quick response Joseph. I'm reviewing the above in more detail and hoping I can make this work for our organization. Right now all of our portals are restricted.

I'm thinking I will need an unrestricted portal so users can create their own accounts for this single specific portal. I'm worried our org will have a lot of admin if we have to control multiple organizations (our clients) and multiple users per organization. But not sure if this is the best approach.

I'm a little lost by your second comment:

Since you will have different users from your multiple authorized domains for your site, you can create process to manage groups membership for your different domains, then just use the groups in your different JSM projects by granting them "Service Desk Customers" role to access the specific project(s).

Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
October 27, 2023

@Trevor Overstreet -

When you referring to "multiple portals", are you referring to different JSM projects?  Because the overall portal "Help Center" (there is only one per site) where it hosts all the JSM projects within the same site.  Essentially, One main portal UI with multiple project portal UI.

Example -

2023-10-27_14-16-58.png

For the unrestricted project (in your case portal), then you just need set Customer permissions' "Channel access" to "Open". 

2023-10-27_14-19-41.png

However, can you tell me what is your site setup on who can create account? (Under Site settings >> Products >> Customer access for JSM)

For my previous 2nd point, I am trying to state where if you use user group(s) setup to contain all members from a specific domain, then you can just manage your JSM project's role assignment using the group.  So, you will just manage the group membership assignment.

Hope this helps.

Best, Joseph

Trevor Overstreet November 1, 2023

Hey Joseph! Thank you for the details!

Understood regarding there's a single help center. Right now we have multiple JSM projects (internal) with their corresponding portals, as seen in your screenshot, all of which are restricted.

We have a few client facing portals that are also restricted and those Customers have to be manually added, audited and maintained. Attached are the global customer access settings.

Internally our setup is good but thinking if we implement a portal to potentially 800-1k external Customers I'm trying to make sure we don't have to maintain all of these Customers, if possible without opening the portal access to just anyone.

Screenshot 2023-11-01 at 10.21.18 AM.png

Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
November 1, 2023

@Trevor Overstreet -

I am assuming that when you referring to "a portal to potentially 800-1k external Customers", you are referring to a specific JSM project portal right?

If so, then those customers when they access your overall HelpCenter portal UI, they will only see the specific project portal UI which they can access and submit issues as long as all other project portals are locked down.

However, if it is your intention to have a different Help Center portal (not your existing one), then it is consider to be another site.  This will be something that you need to contact Atlassian Support (https://support.atlassian.com) for further assistance.  It is because there can be only one single Help Center portal per site.

Best, Joseph

Trevor Overstreet November 9, 2023

Correct a single JSM portal for all customers/ clients.

So for the client specific portal how would I implement based on your comment:

"If so, then those customers when they access your overall HelpCenter portal UI, they will only see the specific project portal UI which they can access and submit issues as long as all other project portals are locked down."

Assuming i just keep this specific client portal Open?

Screenshot 2023-11-09 at 11.13.48 AM.png

Davide Cioranu April 23, 2024

Hi Trevor, 
I'm finding myself in a very similar situation. 
Before I go ahead, I wanted to know if you managed to get a solution to this.
I'm currently struggling in having a portal setup where the customers are no able to see each others tickets, as Jira doesn't seem to be easy to setup for 1 site - multiple customers.

Thanks
Davide

 

Trevor Overstreet April 24, 2024

Hey Davide,

This was put on hold but we're actually starting to revisit and working with a Jira partnership to work through it. I'm afraid though when it comes to admin and maintenance with customers and orgs there's not an easy solution. I still need to test the open portal concept which initially our IT dept. was not fond of this solution. More to come and as I work through this I will provide an update once I have more details from working with our partnership.

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