Customers can post ticket in other customers portal

We set up a project for a specific customers (Lest say Customer X). However , when providing the access link for the customer portal, this particular customer (X) can Post Tickets in other customers portals (Y, Y, Z..etc).

We wan specific access based on portal per customer. In other words, we want customer X, to be able to post/see tickets only in the portal provided.

Is that possible?

1 answer

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Hi Pedro,

Yes you can, but you will have to make sure you explicitly limit access to your other portals so Customer X does not see them. As you describe it, it looks as though you have currently left the access to the other customer portals (Y, Z, etc) open to Customer X.

To apply this restriction, go to Project Settings of your Service Desk projects Y, Z, etc ... Depending on your JIRA Service Desk version, look for Request Security or the most recent equivalent of the same thing: Customer Permissions:

2016-11-04_233210.png2016-11-04_233232.png

  • If your project still has Request Security, choose "only people on my customers list can raise a request".
  • If you are using the most recent version and already have Customer permissions, choose "Customers who are added to the project" (and yes, that's not the option selected in the screenshot smile).

Needless to say that all users that should be able to access a specific portal, must be added as a Service Desk Customer to that project as well.

If you apply this consequently across all your restricted portals, that should give you perfectly separated Service Desk projects.

Hello Walter,

Thank you very much for your response. We followed the steps indicated. However, in the portal there is  LINK (see image attached) that takes the customer to main page showing the list of available Service Desk Projects. 

Can we remove this links or are we missing other additional settings?

Thanks.

PT

linlk.jpg

Hi Pedro,

The link deflects to the help center, the portal of portals. There is not a 'simple setting' to hide the link. There is a previous question around this topic here on answers that describes how you might hide the link through CSS: On the Service Desk portal page, how do I hide the "Help Center" link from users?

Be careful though. This is something you only might want to do if you want to hide the link from all users of your service desk portal as a whole. As soon as you have one single user with access to multiple service desks, he/she will not be able to use the link either.

Given you set up access rights to your Service Desk projects correctly, people will not be able to access any service desks they are not entitled to. Not even from the Service Desk help center page. So the link will be there, I see your point of it being slightly pointless (pun intended) for people having access to only 1 customer service desk, but it can't do any harm either.

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