Service Desk for both outside clients and internal employees

[beck]

I'm working at B2B Solution company and I'm using JIRA service desk for internal purpose such as day off request, IT equipment request, etc.

As you know, these kind of requests are only unnecessary but should not be leaked by the outside clients.

I'd like to collect the outside client's request using JIRA Service Portal, not E-mail or chatting anymore.

But If I allow them to access the service portal, they can see every internal projects such as IT equipment request..

In order to hide this kind of projects for outside clients, I can set the permission for every projects where I set 'Customers added by agents and admins', not 'Anyone with an account on https://<domain>.atlassian.net.

But if I set like above, I should add entire employees for every project manually and it seems impossible.

Therefore, I have no choice but to set it to 'Anyone with an account on https://<domain>.atlassian.net'.

I considered to create new jira service portal domain for outside clients,

But it would separate the tasks and it may cause a lot of confusion for jira users.

So how do I use jira service portal for both outside clients and internal employees, and make outside clients not be able to see the internal projects.

[Tessa Tuteleers]

Hi @beck , 

usually we solve this by indeed using the "Customers added by agents and admins" and creating a usergroup (internal_employees or something).

And then adding that group to the Service Desk Customers role (in the people tab). 

You still need to manage the group then for your employees, but after that the permissions in the service desk projects will be alright. 

Hope this helps! 

- Tessa

[beck]

Thanks for letting me know but it's rarely possible to add all employees to the Service Desk Customers I made by clicking and typing all IDs of employees

[Brant Schroeder]

@beck You seem to have a good grasp of how you can set multiple service desk up in a single instance and lock specific service desk down to only certain customers.  This is the only way to accomplish what you are asking to do.  I am assuming that you have some sort of directory or SSO service that manages access of employees at you company.  I would suggest using the API to add employees to your projects or remove them.  Should be a relatively easy build and you could have it run nightly. 

• https://developer.atlassian.com/cloud/jira/service-desk/rest/api-group-servicedesk/#api-rest-servicedeskapi-servicedesk-servicedeskid-customer-delete
• https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/

[beck]

I wanted to avoid this solution, but it seems that there's nothing I can do about it.