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Turn off Service Desk Portal per Project


I've got two SD projects, one for the Help Desk and the other for more Application Focused.  We're ready to go live with the end-user portal for the Help Desk, but not the App focused one.  I've dug around but I can't seem to find a place to simply turn off the end-user portal for just one project.  I'm fairly new, so apologies for the noob question.

- Michael

7 answers

1 accepted

1 vote
Answer accepted

Hi Michael,

Quick cheat....just hide all the request types for the one that you want hidden and/or Remove all the customers from the customer team on the one you want hidden.

Hope that helps


Well, of course you can hide them... duh!  <smiles>  Nice catch... Didn't even cross my mind.  Not perfect, but like you said, its a quick cheat.


:) solved my problem!

Hey it will Hide all the request type, but how about the project name that are already listed on the main portal, i want to hide them all and not to show to our clients. The client  should see only his portal service desk

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This answer should really not be accepted as it does not solve the problem.

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This works for cloud, so i guess it would be the same for server.

If you want to delete a project, so that is cant been seen or actioned via the customer portal, then change the permission scheme, and this will delete the project visabilityfrom the portal, and the ability to raise tickets via the portal.

  • go to permissions schemes, find the project you want to edit and click permissions.
  • You should then see a permission called "Browse Projects" click remove, this will give you the option to remove "Service Desk Customer - Portal Access".
  • Once done refresh your portal and like magic the project has gone.

hope it works for you like it did for us.

Thank you, it worked for me.

This is the answer that is perfect.

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either they changed the way it worked but even though I removed the: "Service Desk Customer - Portal Access" as you said, it keeps showing it in the customer portal.

Any other idea?



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Removing the portal access Permission works only when we have One Live Project..


And In my case I have 2 live projects and I completely want to hide the presence of other project to Customer...

Is there any work around for this. @Daniel Westgate @Michael Gaskin 

Like Carmen likes this

If you remove everybody from the Service Desk Customer Role it should remove it from the portal.  They should only see the portals for Service Desk projects they have access to.

This should not be this hard. A simple show/hide toggle should be available.

I want to provide another solution that seems to be working for us. We needed an internal ServiceDesk project that should not be visible in any way for our customers (including the main portal landing page).

Solved it with this setup:

  • Customer permissions > Service project access needs to be set to "Customers added by agents and admins" to prevent the project to appear for everyone on the landing portal page (even if you hide all request types)
  • All our internal colleagues are member of one of the default Jira permission groups confluence-users or jira-software-users. So you can add these as Customers to your ServiceDesk projects -> everyone with a Jira or Confluence license will have access (which should not be your customers)
    Screenshot 2021-08-16 at 09.06.41.png

I know this solution has some limits, but was the best workaround in our case.

Hi Philipp, I want to say thanks for this. You gave me the insight to solve my problem to restrict portal access.


Much appreciated.

Removing "Service Desk Customer - Portal Access" from the projects permissions for Browse Projects worked for me. Thank you!

This worked for me. Thanks!

Like Brandy Beerens likes this

Worked for us as well! Only downside is that we receive the following error.

2021-11-10 10_29_06-Window.jpg

I work in a next gen project and can't remove customers. Don't know if that is related. Still looking for a solution to close the portal. Any other suggestions?

Nothing worked for me. So I had to hide the project to be invisible on the portal. Wish they had a switch to toggle on and off for portal visibility. That should not be that hard! Click here for a step-by-step guide.


The other way is to change the project type from Service Management to a regular software project but for that, you have to create a new project and move all the issues to the new one which is very time-consuming. 


Hope that helps.

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