How global customer permissions impact project permissions

There are two types of global permissions that let you control whether customers can or can’t create their own service desk account and whether customers need to be logged in or not to access your help center. There is a third type of global permission that lets you control whether agents can create announcements on the global help center or just on the portal associated with their service desk.

The way a Jira admin sets up global permissions determines which project permissions a project admin has control over, including which customers can access the portal associated with that project.

The following reference list summarizes the types of global and project permissions.

Global permissions

Can customers create their own accounts?

  • Yes, by signing up or sending a request - Project admins have the option to let customers create their own accounts. This is generally for service desks that large organizations or people outside an organization use.

  • No, only my team can create accounts - Customers must be added to a service desk before they can create an account and raise a request. This is generally for service desks that specific customers or teams use.

Can customers access and send requests from the help center without logging in?

  • Yes - Project admins can let customers view portals without logging in. Customers will still need to log in to view their requests on the portal.

  • No - This option will automatically be selected if the previous permission is set to No, only my team can create accounts. Customers will need to log in to send requests from the help center.

Can agents add announcements to the help center?

  • Yes - Agents can add announcements to the help center. This is helpful for teams of agents who work across multiple service desks.
    No - Only Jira administrators can add announcements to the help center

Project permissions

The project permissions you can set depend on how your Jira admin set global customer permissions.

Choose who can access the portal and send requests to the IT service desk

  • Customers my team adds to the project (default) - Only people you add to the project can access your portal via a URL or the help center.

  • Anyone with an account on %your_Jira_Cloud_site% - People with accounts on your Jira site can send requests to your help center.

  • Anyone can send a request via the portal or %your_servicedesk_email% - Anyone can create an account and send requests via the help center or email. If customers can share requests, the people they share with become customers who can send requests.

  • Anyone can send a request without logging in - Anyone can send requests via the help center or email, without creating an account. If customers can share requests, then people they share with also become customers and can send requests. If you have a Confluence knowledge base that allows anonymous access, then customers can find your articles using search engines.

Choose who your customers can share requests with

  • Other customers in their organization - Customers can share requests with their organization. They can also search their organization for people to share the request with. Customers who aren't in an organization can't share requests.

  • Any customer in the project, by manually entering an email address - Customers can share requests with anyone by typing their email address. If the service desk allows public signup, people whose customers share requests will become customers.

  • Any customer, by searching this project. Customers can search the service desk for people to share with. If the service desk allows public signup, people who customers share requests with will also become customers of that service desk.

You should select the Any customer, by searching this project permission if you want customers to be able to search for approvers within their organization.

Can agents add announcements to this service desk portal?

Project settings for the customer portal and help center can be found in portal settings.
From your service desk project, go to Project settings () > Portal settings.

  • Yes - Agents can add announcements to the customer portal associated with your service desk.

  • No - Only the project admin can add announcements to the customer portal associated with their service desk.

You’ll also see a note about whether or not agents can add announcements to the global help center, which is a setting managed by Jira admins.

How global customer permissions impact project customer permissions

Restricted access to your help center and portal (this is the default set of permissions)

If your Jira admin has set the global customer permissions to:

  • No - customers cannot create their own accounts

  • No - customers cannot access the help center without logging in

Then, your project admin can set access to their portal and have the ability to send requests to:

  • Customers the team adds to the project

  • Anyone who logs in with an account on %your_site_name%

Restricted access to your help center and limited access to your portal

If your Jira admin has set the global customer permissions to:

  • Yes - customers can create their own accounts

  • No - customers cannot access the help center without logging in

Then, your project admin can set access to their portal and the ability to send requests to:

  • Customers your team adds to the project

  • Anyone who logs in or who emails a request to %your_project_email%

Open access to your help center and portal

If your Jira admin has set the global permissions to:

  • Yes - customers can create their own accounts

  • Yes - customers can access the help center without logging in

Then, your project admin can set access to their portal and the ability to send requests to:

  • Customers your team adds to the project

  • Anyone (without having to log in)

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