How to Manage Access to Jira Service Management Projects and Requests
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Summary
This article is intended for project admins who want to better understand how to setup the access to Jira Service Management, by customers and agents.
Solution
This article is intended for project admins who want to better understand how to setup the access to Jira Service Management, by customers and agents.
Before you begin
Go to Project settings > Customer permissions.
Here, you can choose who can raise requests in your Jira Service Management Cloud and who your customers can share requests with.
Choose who can raise requests
In general, users must be customers to raise requests in your Service Management project. You can let your team control who becomes a customer or let customers create their own accounts in your Service Management project.
Channel access | Description |
Restricted | Only people directly invited to this project can submit requests. Your team adds customers to the project via the Customers page, or by raising a request on their behalf. |
Open | Anyone can submit requests to this project. People with accounts on your Jira site are automatically added to the Customers (https://<YourDomain>.atlassian.net/projects/<project key>/customers) list and can raise requests. |
Choose who customers can share requests with
You can allow customers to share requests in three ways:
With their organizations.
With anyone in the Service Management project.
With people who aren't customers yet.
The people customers share requests with become request participants. Request participants can post comments and share requests, as well as receive the same notifications as the reporter of the ticket.The following table describes the ways customers can share requests:
Who customers can share with? | Description |
Other customers in their organization. This option only allows them to search for customers in their organization. | Customers can share requests with their organization, or raise a private request. Customers can search their organization for people to share with. Customers who aren't in an organization can't share requests. |
Any customer in the project, by manually entering an email address. | Other customers in their organization, plus: Customers can share requests with anyone in the service Management, but only if they know the entire email address - suggestions will not be provided. If anyone can email the service Management or raise a request in the portal, then customers can share requests with people who aren't customers yet. People they share requests with become customers in the project. |
Any customer or organization, by searching this project. This option allows them to search all customers in the current project. | Customers can share their requests with anyone in the project. They can also search the service Management for people to share with. If anyone can email the service Management or raise a request in the portal, then customers can share the request with people who aren't customers yet. People they share requests with become customers in the project. If your Service Management project uses user picker custom fields, such as the Approvers field, choose this setting to make sure customers can select users. |
Choose who can use user picker custom fields in the portal
Depending on the permission settings, and if your customers belong to any Jira Service Management organizations, the user picker custom field (which lets people search for users and share requests with them) may appear blank.
Settings | Who can customers see in the user picker and share drop-downs (user suggestion/browse)? | Who can customers select or share with, in the user picker and share dialogs? |
Other customers in their organization. This option only allows them to search for customers in their organization. | Only customers in their organization - if they don’t belong to an organization, they can't see anyone. | Only customers in their organizations - if they don’t belong to an organization they cannot pick anyone. |
Any customer in the project, by manually entering an email address. | Only customers in their organization - if they don’t belong to an organization they can't see anyone. | Anyone, but only if they know the entire email address. |
Any customer or organization, by searching this project. This option allows them to search all customers in the current project. | Anyone. | Anyone. |
Which settings are best for my team?
Not sure how to set up permissions for your team? We've created some suggestions in the table below.
Your requirements are: | Who can raise requests? | Who customers can share with? |
You have a Service Management project that handles specific customer requests. Only specific customers can use the Service Management project, and you don't want people other than those customers to use the portal. Remember to place all customer accounts under the same organization. | Only customers added by my team (agents or project admins). | Other customers in their organization. This option only allows them to search for customers in their organization. |
Your company has an internal IT Service Management project, and you want all employees to be able to create their own accounts and email requests. | Only customers who have an account on this Jira site. | Any customer in the project, by manually entering an email address. |
Your team provides software support for individuals. For example, if your company makes a free SAAS application that individuals use to manage finances, you can let your customers email bugs and questions to your service Management email channel. | Anyone can email the Service Management or raise a request in the portal. | Any customer or organization, by searching this project. This option allows them to search all customers in the current project. |
Was this helpful?