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New Users Signing up to JIRA service management getting access to everything

Hi Everyone, 


I have a very peculiar scenario occurring. We have recently set up a Jira Service management project - we have already used Jira for software projects and confluence for documentation.

We have launched the service desk portal and have a strange occurrence happening to new users signing up in the portal. 

They are first presented with this -

Screenshot 2022-08-15 140652.png

Then they click the up CTA - 

Screenshot 2022-08-15 140728.png


Once they complete the sign up they seem to get access to the full Jira product suite like below - 

Screenshot 2022-08-15 141124.png

Could someone please advise how users can use the support portal to raise tickets/issues without getting access to the other products we use from JIRA? 

Or can we turn off the requirement to register to use the support portal? 


CHeers in advance.


1 answer

0 votes

@Tej Patel -

Here are a few things that you need to check -

1) access Atlassian Admin section via Clog wheel - Under the Site Settings section, click on Product access.  Make sure that "New users have access to this product" is disabled.


2) For JSM - From the Clog symbol and select Products.  Under the Jira Service Management section, click on Customer access, make sure the following items are checked.2022-08-14_21-04-45.png

3) You can further control what JSM project is available for the customer via the portal UI, you can access within each JSM project's Project Settings >> Customers Permissions and check the following option -


Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hi Joseph,

Thank you so much for your help. 

I tried what you suggest but it presents me with a new problem. 

But the service portal is still requesting for the user to authenticate. 



@Tej Patel -

Not quite understanding of your new issue - "still requesting for the user to authenticate"?

Can you clarify?

Best, Joseph

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