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Locking Down - Customer Portal

Hi All,


We have recently moved over the Jira Service Management as our main IT helpdesk.

I am currently looking into how to lockdown our customer portal website to just our domain/IP so anyone external or even a staff member outside our domain, cannot access the portal. 

Our entire previous helpdesk was IP restricted, preventing everyone from accessing it unless they were "on-site" in the office or  dialling in from home.


If anyone could shed some light on how to lock all this down that would be great!





2 answers

1 accepted

3 votes
Answer accepted

@Charlie Rivers-Bland -

Welcome to the community.  In JSM, you can control access of your project by configure the Customer permissions setup via Project settings of your project -


Only users added to the project will be able to access your JSM project's portal URL.  

In regarding to incoming IP lockdown, I would recommend that you submit a formal support request with Atlassian Support Team since it is in the CLOUD env.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hi Joseph,

Thank you for your response.


Regarding "Customer Permissions" I only appear to see the below


Customer Permissions.JPG


Could this be because we are still in a "Trial" format even though we have added billing etc to continue usage after the trial?

@Charlie Rivers-Bland -

Select the "Customers added by agents and admins" option.

For more information on permissions for customers against JSM projects,  take a look at this link -


Best, Joseph

0 votes

Hi @Charlie Rivers-Bland

As an alternative to JSM, you can try the Customer Case for Jira app. It also allows creating a forum for specific organizations limiting users who can access it by email or domain (for example, we have a portal for internal use limited by the domain). Each project can have different restrictions.

You can also create a public forum (when all external customers can see the list of all issues) and a private one (when customers communicate with a support assistant privately).

There are also no limits for agents and customers.

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