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Is there a way to only allow internal users submit tickets?

So I know with Jira you can have external users send emails to submit tickets, is there a way to only haver our internal domains submit tickets?


We want our Jira ITSM to be strictly for only internal users and only users from our domain

3 answers

2 votes
Joseph Chung Yin
Community Leader
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Oct 24, 2023

@Peter Aldana -

To locked down access to your JSM ITSM specific project to only for internal users to submit issues (via the portal/email), this what I would recommend -

1) Set your Customer Permission configuration to "Restricted" for Channel Access via Project settings >> Customer permissions


2) Manage your project access via Project settings >> Peoples and set your groups (containing your internal users) and grant them with the Service Desk Customers role

The above steps essentially locked down access of your specific JSM ITSM project.  From the portal view (via Help Desk main UI), only the internal users will see the JSM JTSM project to submit issues for the project.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Alternatively if you cannot find those settings you can go to Project settings > Customer permissions 

And underneath the switcher for "Channel Access" you can see a tooltip that reads "Channel access is also affected by the site's cusotmer access settings Jira admins can update the customer access settings" with the text having a hyper link to the permissions at the same location.

Hey Peter,

You can accomplish this by navigating to the global settings, under Jira Service Management you can go to "Customer Access" and here he can toggle "Account Types" to be either Internal or External and include approved domains.

When you turn on these settings all approved domains will create tickets and all others will be bounced.

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