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Is it possible to restrict customer view on the portal according to Organization?

Hi Jira Community,

 

We have a Jira service desk to monitor tickets coming from multiple organizations. At the moment, these tickets are coming through via email but we want to implement a customer portal for tickets to be raised from.

Is it possible to restrict the requests that can be viewed on the portal so that an organization can only see their tickets instead of the entire service desk tickets?

Thanks

1 answer

0 votes

@Tommy Nguyen -

Welcome to the community.  Yes, you can control it via the following project/global settings -

At the individual project level -

1) Access "Customer Permissions" section via Project settings -

2022-09-19_12-31-53.png

At the JSM System Level -

https://<your site>.atlassian.net/jira/settings/products/jira-service-management-configuration

2022-09-19_12-32-47.png

This works as long as you manage your customers association with his/her Org properly.  Note, Customer can share his/her issue via the "Share" option manually where once the issue is shared, then those users who he/she shared with be displayed under issue's "Requested Participants" field in the issue via the project UI.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

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