Managing access to your service desk
When you set up your service desk project, you can open up access to allow anyone to sign up for an account and raise a request for your team, or you can restrict your service desk project to a specific list of customers.
Change your restricted access settings
- In your service desk project, go to Project administration > Request security.
- Choose one of the options under "Who can raise requests". The security options you can select are explained in more detail below.
When to open your service desk
As an example of when to open your service desk project, an IT service desk is usually open to all the employees in an organization, so everyone can access it and create requests. In this open service desk scenario, customers can create an account on the customer portal or email requests to your service desk email channel to have an account created automatically. To open your service desk, your administrator must first enable public signup. You can then select the option Anyone can email the service desk or raise a request under Who can raise requests on the request security page.
When to restrict your service desk
If public signup is not enabled, you have the option to partially restrict your service desk to service desk customers and Jira application users from any type of project. This option prevents people from signing up themselves and emailing your linked email channel without an existing account.
To partially restrict your service desk, select the option Customers who have an account on the JIRA site under Who can raise requests on the request security page.
In another example, for a service desk that handles contractors' leave requests, you might want to make it only available to your contractors so that the rest of your staff do not get confused about where to put in leave requests. Service desks like this one are restricted service desks and only customers you add to your project's Customers list can create requests.
To restrict your service desk, select the option Customers who are added to the project under Who can raise requests on the request security page.