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

On this page:

Choose who can raise requests

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

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 desk or raise a request in the portal
  • New customers can create their own accounts in your service desk via the customer portal.
  • An email request automatically creates an account for the sender.
  • If you allow customers to share requests, then people they share with also become customers and can raise requests.
  • A honeypot technique is enabled to help prevent spambots from creating accounts through the customer portal.

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

When you choose this option, you have no control over who can create an account and raise requests. We strongly recommend that you use the Customers who have an account on this Jira site option instead, unless the requirement for a Jira account won’t work for your use case.

Read more in our security advice

Choose who customers can share requests with

You can allow customers to share requests with their organizations, anyone in the service desk, 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 Desk 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

Customers can share requests with other customers in their organization (like in the option above), and also:

  • Share requests with anyone in the service project, if they know their email address
  • If anyone can email the service project or raise a request in the portal, then customers can also share requests with people who aren’t customers yet. They can provide email addresses of these people and Jira will create accounts for them. Such unregistered email addresses can only be entered in the Share this request or Raise this request on behalf of fields, but not regular user picker fields.
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 desk for people to share with.
  • If anyone can email the service project or raise a request in the portal, then customers can also share requests with people who aren’t customers yet. They can provide email addresses of these people and Jira will create accounts for them. Such unregistered email addresses can only be entered in the Share this request or Raise this request on behalf of fields, but not regular user picker fields.

If your service desk uses user picker custom fields, such as the Approvers field, choose this setting to make sure customers can select users.

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 desk that handles contractors' leave requests. Only contractors can use the service desk, 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 desk, 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 desk email channel.Anyone can email the service desk or raise a request in the portalAny customer, by typing an email address

Security advice: Choosing who can raise requests

This is a security advice regarding the option Who can raise requests.

When allowing anyone to create and raise requests, we strongly recommend that you use a separate domain for your incoming email account and configure this account to filter against automatic emails by blocking the addresses with a local-part, such as “no-reply”, “support”, “servicedesk”, and so on.

Reason

Configuring your Jira Service Desk instance using an incoming email address with a domain at your company level can result in bad actors abusing the system to gain access to restricted services.

Example

For example, assume that your domain is http://mycompany.com, and you have set up a customer portal with an incoming email support@mycompany.com, allowing anyone to create and raise requests. Now, let’s say a bad actor is trying to gain access to teamsinspace.com for which your company already has an account (e.g. admin@mycompany.com).

If the bad actor creates a new ticket in your customer portal and adds no-reply@teamsinspace.com as a participant, they can now go to teamsinspace.com and open an account for support@mycompany.com and provide a team name including the ticket number. Since teamsinspace.com includes the team name in their confirmation emails (and other websites might include other details), such an email will be sent to your incoming email address in Jira Service Management, and added as a comment to the ticket. By clicking on the confirmation email, the bad actor could open an account on teamsinspace.com on behalf of your company.

Mitigating this issue

Using a separate domain or sub-domain dedicated for your customer portal will help prevent this as long as you make sure to not sign up to services using that domain. What’s more, adding filters against automatic emails (e.g. “no-reply”) at the incoming email account level will further help mitigate the issue because no-reply emails will be blocked.