Service Desk Custom Customer Permmsions

[Matthew Crocco]

Hello,

I am creating a service desk portal on Jira cloud. One of the requirements is that we want the portal to be hidden from the public, and that only customers we add can view it. We also want to have the option that users can request access, and we can review before we add.

I am trying to make it so anyone can send an email request, then agents can review and add the user to our customer list. From what I see if the user is not on the customer list they cannot view the portal OR send an email,

Am I missing an option somewhere? Is this possible?

Thanks

[Earl McCutcheon · Accepted solution]

Hello @Matthew Crocco ,

As you noted the portal can either be seen externally or closed down to only users invited to the portal, So if you want to configure the system in a fully locked down way an approach you can take that would allow new customers to request access via a review process is to use a Jira Core or Software project as a catch all using an Issue Collector placed on an externally facing site requesting credentials to gain access to the site.

This way the external site can have a button saying something like click here to request access to our support system, ask for email and any other contact details in the issue collector, the Internal teams can review and validate any necessary details and then invite the user to the portal once verified.  The only draw back would be if a user incorrectly inputs their contact info with a typo you have no way of verifying the data is correct so no option to reach back out to that individual other than the information given.

An alternate approach would be to have the portal set up so that anyone can create a customer account and sign up on their own, then use multiple Service desk projects with one project open to everyone that all new accounts will have access too by default, acting as the catch all, asking for information for verification prior to accessing the rest of the portal operations.  Then the other Service desk projects would lock down the Customer Permissions so that only invited users can see the alternate project portals.

With this set up the customers manage their own accounts creation process through Service Desk, and the projects are managed internally for what the customer can see after they sign up allowing for the internal teams to follow up and grant access.

Regards,
Earl