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How global customer permissions impact project permissions

Global customer permissions allow Jira admins to control:

  • whether or not customers can create their own accounts

  • whether or not customers need to be logged in to access your help center

  • which project permissions the project admin can change

Depending on the global settings selected by a Jira admin, project admins can control:

  • which customers can access the portal associated with the project

  • how customers can share requests, and who they can share requests with

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

Global customer permissions

Global customer permissions can be changed by Jira admins, and affect the project customer permissions that can be changed by project admins. Learn how to change global customer permissions.

Can customers create their own accounts?

  • Yes, by signing up or sending a request: This lets customers create their own accounts. This setting is often used by large organizations or organizations who want people outside of their organization to be able to request help.

  • No, only my team can create accounts: Customers must be added to a service project by an agent or project admin before they can create an account and raise a request. This setting is often used by service projects that are used by specific teams or customers.

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

  • Yes: This allows customers to view portals without logging in. However, customers will need to log in to view their requests on the portal.

  • No: This option is automatically selected if the previous permission is set to No, only my team can create accounts. Customers will need to log in to view the portal and send requests.

Project customer permissions

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

Choose who can send requests to your project via email or the portal:

  • Customers added by agents and admins: Only people that have been added to the project by an agent or admin can see the portal and send requests.

  • Anyone on the web: Anyone can find and view the help center, and send requests via the help center or email.

    • This option is available if you select Yes, by signing up or sending a request under Can customers create their own accounts? in the global customer permissions settings.

  • Anyone with an existing account on your Jira site: Only people with existing accounts on your Jira site can find and view the help center, and send requests via the help center or email.

    • This option is available if you select No, only my team can create accounts under Can customers create their own accounts? in the global customer permissions settings.

Control how existing customers can find other customers and share requests with them:

  • Customers can search for other customers within their organizations:

    • Customers can use search to find other customers in their organizations, and share requests with those customers.

    • If a customer isn’t in an organization, they won’t be able to share requests.

  • Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project:

    • Customers can use search to find other customers in their organizations, and share requests with those customers.

    • Customers can share requests with other customers in the project by typing their email address.

    • If Anyone on the web has been selected above, customers can also share requests with any email address. Sharing with an email address that doesn’t match an existing customer will invite them as a new customer.

  • Customers can search for other customers within their project or organizations:

    • Customers can use search to find other customers in their project or organizations, and share requests with those customers.

    • If Anyone on the web has been selected above, customers can also share requests with any email address. Sharing with an email address that doesn’t match an existing customer will invite them as a new customer.

    • Choose this setting if you’d like to allow customers to choose approvers.

How global customer permissions impact project customer permissions

Restricted access to your help center and portal

If your Jira admin has selected the following global customer permissions:

  • Can customers create their own accounts? > No, only my team can create accounts

  • Can customers access and send requests from the help center without logging in? > No

Then your project admin can allow either of the following groups of people to send requests via email or the portal in the project customer permissions:

  • Customers added by agents and admins

  • Anyone with an existing account on your Jira site

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

If your Jira admin has selected the following global customer permissions:

  • Can customers create their own accounts? > Yes, by signing up or sending a request

  • Can customers access and send requests from the help center without logging in? > No

Then your project admin can allow either of the following groups of people to send requests via email or the portal in the project customer permissions:

  • Customers added by agents and admins

  • Anyone with an existing account on your Jira site

Public access to your help center and portal

If your Jira admin has selected the following global customer permissions:

  • Can customers create their own accounts? > Yes, by signing up or sending a request

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

Then your project admin can allow either of the following groups of people to send requests via email or the portal in the project customer permissions:

  • Customers added by agents and admins

  • Anyone on the web

Last modified on Nov 10, 2020
Cached at 8:50 PM on Nov 29, 2020 |

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