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Is it possible to process issues from external customers without allowing them portal access?

We currently use our JSM portal for an internal company helpdesk. We are starting a project where we will have external volunteers working in one of our applications. 

We want these volunteers to only be able to email our helpdesk if there is some issue they are encountering. We do not want them to be able to access our helpdesk portal as they would then have access to all the different request types we have setup. 

Is it possible to allow email intake of issues without enabling portal access? In all my research and testing, it doesn't look like this is possible? If this is indeed not possible, are there any feature requests for this functionality?

Bonus Question: If the above is not possible, what would be your suggestion for handling this situation? 

2 answers

1 accepted

4 votes
Answer accepted

Hi @David Quiram,

As per this KB article, it is not possible to disable the portal. The article describes a workaround based on hiding available request types from the portal.

The downside of that approach is obviously that those request types will not be visible to your internal users anymore, which is most likely not what you want.

The easiest way to overcome this, is probably to set up an additional JSM project with only an email request type configured that you use only for the intake of tickets by email from your volunteers. 

Hope this helps! 

2 votes

@David Quiram -

I agreed with what @Walter Buggenhout _ACA IT_ stated.  One should setup a separate project to achieve what you wanted to do.  It is not ideal, but it is the best workaround at this time.

You can also submit an enhancement request for what you wanted to Atlassian Support (https://support.atlassian.com).  It will be up to them to fulfill your ask in the future development.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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