Restrict access to JSM Portal for User Groups (Developer)

[Christian Sprenger]

Setup:

• JSM on DC
• JIRA on DC
• Several Projects

The Definition of:

• Reporter -> can use JSM Portal to create/view tickets
• Agent -> can use JSM JIRA to comment internal or external (visible on Portal) and do Workflows
• Developer -> can use JSM JIRA to comment internal, for technical clarification

Now, we had the situation that a developer used the wrong link and commented on Portal-Side. Which was not good, because the comment was supposed to be internal only, now it went out to the Reporter directly and created a mess!

Question

Is it possible to forbid portal-access to a user group, that we can change the permission for the developers, that they not accidentally comment public?

Probably not by Atlassian default, but maybe you know a workaround or a feature request to vote on?

[Marc - Devoteam]

Hi @Christian Sprenger 

Has the developer or groups of developers been granted the role "Service Desk Customers" on the project?

Make sure they don't have that role, if you uses roles on the project.

Also see JSM ootb roles on a project, what-users-and-roles-are-there-in-jira-service-management 

[Christian Sprenger]

Thank you Marc for your answer and sorry for not adding this detail.
No, there are not, there're "simply" developers.

BUT we have an "Organisation", where everyone of the Company belongs to. Therefore, I reckon, they see the tickets.

[Marc - Devoteam]

Hi @Christian Sprenger 

If they are in an organisation, then Yes they are able to access the portal.

[Christian Sprenger]

So you say, IF I'd remove them from the Organisation AND they are not in Permission "Service Desk Customer",  they'd not be able to access the JSM Portal.

Thanks, I'll check that out and provide feedback ASAP.

[Christian Sprenger]

OK, it still does not work.

• User is in Group "Developer"
• User is not in Customer Group
• BUT: JSM Project setting "Raising Request" is set to Customers who have an account on this JIRA site & "Sharing" Any customer or Organisation, be searching in this Project

Therefore I assume it is as it is.
And I reckon this is why I ask if there may be a suppression-setting.

JSM is so unflexible, there are so many things you cannot do. Maybe someone knows a workaround of that. I mean, yes, we can "educate" the developers, but as you know, developers won't listen ;) and secondly we cannot teach every new one, every one who ever comes across, as we have ~65'000 employees globally.

[Marc - Devoteam]

Hi @Christian Sprenger 

But human error can't be prevented in any software.

You can also sent an email to a wrong person, this can\t be prevented as well.

So complaining that the tool is inflexible isn't right in my mind.

Where people are working, errors will be made.

It's to easy to just blame software.

Depending on the audience of your JSM, change the permission scheme that only specific groups can raise requests.

[Christian Sprenger]

I am sorry for the complaint, this is not on this particular issue but in general.

Yes, user error happen and you cannot prevent every case, I fully agree, but some things, which do can be prevented, should be if possible.

If it is not possible then it is not possible, but I try. And therefore I raised this question to ask the community if someone maybe experiences same issue, that developer, who'd not be able to communicate publicly, do communicate publicly and have been able to stop that somehow.