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Limit access to portals while allowing access through email


In our company we have multiple service management projects. Each of those projects has a generic email address to be used for sending bug reports from any user of our tools.  Therefore we want, that any user can send an email, even if they are not yet registered as a customer in our jira instance. In order to achieve that I have to enable the option 'Anyone allowed on the customer access settings' under 'Customer Permissions'.
The problem now is, that these customers can see all portals in our jira instance.
The only way I know to avoid this is to enable the setting 'Customers added to this service project only by agents and admins'. But this setting will disable the possibility to create new issues by email from any not registered user. 
Is there any other way?

2 answers

1 accepted

3 votes
Answer accepted
Paul Wiggers
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Mar 22, 2023

Hello @Clemens_Raetze 

Thank you for your question. It looks like you have the e-mail channel and permissions set-up as you want so I will leave that for now and focus on the portals.

Unfortunately, it seems that you cannot block access to the portal without also blocking access to the e-mail channel. However, you can hide the portals from the home page. This still allows the customer to reach the portal through a direct link, but it adds a little barrier. 

If that is something you can work with, go to the portal > Customize > Edit home page layout > and click on the eye of a non-featured portal to have it removed from the home page.

Screenshot 2023-03-22 at 17.21.49.png


If you need another solution, you might want to look into something like Refined or @K15t GmbH Those products allow you to customize the portal as you see fit, however, you do loose the JSM integration when you use a custom domain and want to link KBA articles directly from an issue.

Thank you for your quick help. I think hiding should be alright.

0 votes
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
May 27, 2023

Hi @Clemens_Raetze ,

As a workaround for your situation, when you can't let users that are not customers yet, you can:

Create a portal via Customer Case app for Jira Cloud from this project, set up forum email to it, and leave this email as a source of communication for not registered customers and then, when they become registered, give them your JSM portal email. So it's like the backup forum for such a situation.

With the app, you also can:

  • Create u customer or helpdesk platform for any kind of Jira project
  • Create a public portal for customers where they can vote, and comment on each other's requests (it's like your customer community). Then you can prioritize their requests by the number of votes
  • Create a portal dedicated to your team or customers restricted with emails or email domains

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