How customer access settings impact project permissions

Customer access settings allow site admins to control:

• whether or not accounts can be created for different types of customers: internal and external

• how accounts will be created for customers to send requests and access help centers on your site

• whether or not customers need to log in to access help centers on your site.

Depending on the customer access settings selected by a site admin, project admins can control:

• which customers can access the portal associated with the service project

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

The following reference list summarizes all types of site-level and project-level permissions.

Customer access settings

The customer access settings can be changed by site admins at the site level and they affect the project-level customer permissions that can be changed by project admins. Read how to configure customer access settings.

Project customer permissions

The project customer permissions can be changed by project admins at the project level, depending on how site admins set customer access settings. Read how to change project customer permissions.

How customer access settings impact project customer permissions

Set up anonymous access to help centers and portals on your site

If you want anyone, even those without accounts on your site, to be able to access your help centers:

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

2. In the portal access section, select Allow customers to create accounts.

3. Check the box that says Customers can access and send requests from the portal without logging in.

Then, in the project customer permissions, the project admin can allow anyone on the web to send requests to the service project:

1. From your service project, go to Project settings > Customer permissions.

2. Under Channel access, choose Open.

Even though this setting enables anyone to access a help center, customers will be asked to enter their email addresses to raise a request. When they raise a request, an account will be created for them, and they will need to set a password and log in to view their request.

Set up public access to help centers with invite-only acess to a portal

If you want help centers on your site to accessible publicly, you should allow customers to create their own accounts on the site. To do so:

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

2. In the portal access section, select Allow customers to create accounts.

Then, in the project customer permissions, the project admin can allow only the customers added to the service project to send requests via email or the portal:

1. From your service project, go to Project settings > Customer permissions.

2. Under Channel access, choose Restricted.

Once the agents or admins add the customer’s email address via the service project’s Customers page, the customer will be able log in to the portal and send email requests.

Restrict access to help centers and portals on your site

If you want to restrict access to help centers on your site, you shouldn’t allow customers to create their own accounts on your site. To do so:

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

2. In the portal access section, select Don't allow customers to create their own accounts.

Then, in the project customer permissions, the project admin can allow all existing customers (with accounts on your site) to send requests via email or the portal. To do so:

1. From your service project, go to Project settings > Customer permissions.

2. Under Channel access, select Open.

Only the existing customers on your site will be able to log in to the portal and send email requests.

Set up restricted access to help centers with invite-only acess to a portal

If you want to restrict access to help centers on your site, you shouldn’t allow customers to create their own accounts on your site. To do so:

1. Go to Settings () > Products > Jira Service Management > Customer access.In the portal access section, select Don't allow customers to create their own accounts.

Then, in the project customer permissions, the project admin can allow a subset of the existing customers (with accounts on your site) to send requests via email or the portal:

1. From your service project, go to Project settings > Customer permissions.

2. Under Channel access, choose Restricted.

Only the existing customers that are added to the current service project will be able to log in to your portal, and send email requests.