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Jira Service Management Portal Customer access to Jira Software

HI,

we have customers accessing our service desk via the customer portal. We need to allow specific portal customers access to JIRA software as well as we use JIRA Software to track project related issues.

Is there a way that JSD portal customers can be given access to JS? We have provided one customer account access to JS and that customer can no longer log service requests via the customer portal.

I have looked at adding this customer in as a user to JSD but it starts to introduce many issues around security and access to much more information than what they currently have in the customer portal.

The customer is using the same email address to login to both JSD and JS.

I'm hoping there is a way to do this as we want to be able to use JS to to help support customer project work and JSD for our managed service help desk and service requests.

2 answers

1 accepted

1 vote
Answer accepted
Brant Schroeder Community Leader Feb 08, 2022

@Mark Burgess 

If you need a customer to access Jira software they will need a license to Jira software and will need to be added to the appropriate project roles on the projects that you would like them to access.  Having a Jira Software license will not impact their ability to access the customer portal of Jira Service Management.  They will just need to bookmark the portal url or remember what it is to access it.  If they try to access the JSD project from within Jira they should not be able to see the project.  Have you provided them the JSD url and seen if that will work?

Thanks Brant.

The user that requires Jira Software access is a portal only user under a customer organisation. I can't see a way that I can grant the user access to Jira Software without them becoming a full user within our organisation.

I think what I am looking for is something that works like the JIRA service desk portal but it is used for Issues within JIRA Software.

I'm probably missing something obvious!

Cheers - Mark

Brant Schroeder Community Leader Feb 15, 2022

@Mark Burgess You would have to give them access to Jira Software as you are stating.  There is nothing like portal access for Jira Software.  The issue might be how your permissions and roles are setup on the Service Desk.  If you are allowing individuals with Jira Software licenses to view that project they will see it as a Jira project without the additional service desk functionality.  This is what is most likely causing the issue.  Please check the permission scheme and the roles on the service desk site.  Is the group you have created for Jira Software associated with the Jira Service Desk project?

Hello,

I just came across this thread and it sounds like I am having the same, or very similar, issue. 

We rolled out our customer portal (JSM Cloud) last December and have recently started to invite certain customers to Jira Software customers to team-managed projects to have additional functionality needed that only comes with Jira Software.

The issue:
Customers that had portal access and had submitted cases to the portal seem to have lost their access to the customer portal (JSM) after being invited to join the Jira Software projects. I have tried to walk them through issue with it in checking to ensure that their 'Full Name', 'Display Name' and email are all the same, but that doesn't seem to be the root of the issue.

I have tested this with a personal mail account to simulate a customer access and I have no issues and can jump from JS to JSM with no issues with being logged into both sites. I can see my organizations cases as well. For my user there is no issue.

Am I missing something when it comes to their access? Do they have to be logged out of JS to view the customer portal or vice versa? Is there a certain role that the users would need to be in on the JS project (i.e. member, viewer, etc.)?

Thank you,

Russ

Brant Schroeder Community Leader Mar 30, 2022

@Russ you are not missing anything and what you are explaining you saw with your test account is the expected behavior.  I would suggest getting a call and having them screen share so you can see what is occurring.  If they try to access the issue number via Jira search then they will not be able to see the issue.  They have to go to the portal.  We have had similar issues in the past where the user is try to access the issue via Jira and not the portal.

Hi @Brant Schroeder

So I think I may have resolved this by checking/confirming my portal settings. Your post on  Feb. 15 made me go back and go through the web of "To learn more about..." links in Jira :-) and I found a section in the link below that seemed to makes sense. After checking these settings and updating them to how the Atlassian proposed it, I checked with the customer and they were able to access both the JSM portal, as well as JS project again. 

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/#:~:text=Select%20Save.-,Set%20up%20portal%20access%20for%20existing%20customers%20of%20your%20site,-First%2C%20a%20site

Still unknown to me, their portal access worked fine and we only ran into this issue after access was given in JS. Is there something that would have changed their access to the portal after they were added to our Jira site under a license?

Thank you,

Russ

0 votes
Irina_Bel_Stiltsoft_ Marketplace Partner Sep 28, 2022

Hi @Mark Burgess ,

Your case can be addressed with the Customer Case for Jira app. You can create forums for your existing Jira projects other than JSM. All the tickets in these forums will be automatically visible on the relevant forum. A forum can be public (visible to everybody), private (restricted for specific email addresses or domains, for example, for your internal needs), or you can set it up as a support service just as JSM(private communication with a support assistant). 

For a customer, it might be difficult to understand Jira. So the app's portal is a simple functionality solution for non-tech users. Also, there's no need to create Jira accounts for users to access a forum. All the requests created on the forum automatically get to this Jira project.

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