Jira Service Management: Managing access to your service project

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Go to Project settings > Customer permissions to choose who can raise requests in your service project and who your customers can share requests with.

Choose who can raise requests

People need to be customers to raise requests in your service project. You can let your team control who becomes a customer, or let customers create their own accounts in your service project.

Who can raise requestsDescription
Customers who are added to the projectYour team adds customers to the project via the Customers page, or by raising requests on their behalf.
People with accounts on your Jira site are automatically added to the Customers list and can raise requests.
Anyone can email the service project or raise a request in the portal
  • New customers can create their own accounts in your service project via the customer portal. If they email a request, an account is created for them.
  • If you allow customers to share requests, then people they share with also become customers and can raise requests.

 If this option is disabled, then your Jira administrator has not turned on public signup for service projects on this Jira site. Learn more 




Choose who customers can share requests with

You can allow customers to share requests with their organizations, anyone in the service project or people who aren't customers yet. The people customers share with become participants in the request. Request participants can comment on and share requests and receive the same notifications from Jira Service Management as the reporter. Learn more about request participants.

The following table describes the ways customers can share requests:

Who customers can share withDescription
Other 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, by typing an email address

Other customers in their organization, plus:

  • Customers can share requests with anyone in the service project but only if they know their email address.
  • If anyone can email the service project or raise a request in the portal, then customers can share requests with people who aren't customers yet. The people they share requests with become customers.


Any customer or organization, by searching in this project
  • Customers can share their requests with anyone in the project. They can also search the service project for people to share with:
  • If anyone can email the service project or raise a request in the portal, then customers can share the request with people who aren't customers yet. The people they share requests with become customers.


Which settings are best for my team?

Not sure how to set up permissions for your team? Here are some suggestions for how to make customer permissions work for you:

If you're like thisWho can raise requestsWho customers can share with
You have a service project that handles contractors' leave requests. Only contractors can use the service project, and you don't want non-contractors don't get confused about where to request leave.Customers who are added to the projectOther customers in their organization
Your company has an IT service project, and you want all employees to be able to create their own accounts and email requests.Customers who have an account on this Jira siteAny customer or organization, by searching in this project
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 project email channel.Anyone can email the service project or raise a request in the portalAny customer, by typing an email address



Last modified on Nov 9, 2020

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