How to turn off Jira Service Desk Customer Portal

[Javier_Garay]

Hi

I'm implementing Jira Service Desk, so the customer portal is being displayed for all the Jira and Confluence users. Is there some way to turn off, hide or lock the customer portal meanwhile the site is not yet ready? I need to avoid any confusion to my users about opening tickets or something like that.

Thanks!

Javier Garay

[Habib Memon]

To hide a portal:

1. Go to Settings () > Products > Jira Service Management > Configuration.

2. In the Help center section, select View all help centers.

3. Select the help center of your choice.

4. Once in the help center, select Customize from the top navigation, and from the dropdown, select Topics and portals.

5. Once you’re in the Topics and portals page, select the Hide from home page icon () on the portal you wish to hide. Remember that doing this doesn’t hide this portal from the home page yet.

6. Select Publish layout in the Topics and portals page to hide the portal from the home page of your help center.

   • You can revert to the last published version of the home page layout by selecting Cancel. You’ll lose all the changes you’ve made to the layout up until then. Portals you may have hidden in that session will continue to be visible in your help center.

Note: 

You need to be a Jira admin to manage the visibility of portals in the help center.

[Avinash Bhagawati _Appfire_]

Hi @Javier_Garay ,

Please follow below steps.

1. Go to Project Settings

2. Click on Permissions in Sidebar

3. Click Actions and Click Edit Permissions

4. Remove Service Desk Customer - Portal Access and Application Access for Browse Projects and Create Issues Permission. Please refer the screenshots. Once project configurations are done, you can add above these permission in same place.

Thanks,

Avinash

[Javier_Garay]

Hi Avinash,

This could work as workaround. The users will not be able to create tickets, but they'll still seeing the customer portal.

I've done what you say and I've test it using a Confluence user (the user just haves Confluence access). When the customer login, he still sees the customer portal. Have a look on the screenshot.

My intention is to turn off or hide the customer portal at all.

Thanks!

[Avinash Bhagawati _Appfire_]

Hi @Javier_Garay ,

Currently I do not see any option to hide the portal. As earlier mentioned workaround , you can additional Announcement in portal saying like "Portal under construction and will come back ! "

In above screenshot , Click on View and Change for customising portal announcement. This gives more info to the users who is viewing the page.

Also you can configure customer permission to view the portal and select customers my team adds to project. Refer below screenshot for same,

Thanks,

Avinash

[Javier_Garay]

Thanks Avinash

I did what you said, but for some reason the user still can access the service desk customer portal. I've found another workaround which is change the landing page to Confluence in Administration -> Product Access.

Thanks

Javier

[Amit Juneja]

I have the same issue.  Did you find a solution?

[Victor Mutambuki]

Javier,

Question for you is, how do users know what the URL is and whether the portal is ready?

Victor

[Javier_Garay]

Hi Victor

The URL is the same they use to login to Jira Software or Confluence. They know the portal is not ready yet, but it's confusing for non expert users to login and see a portal that's not ready to use.

Thanks.