How to manage access to your Jira Service Management

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Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.

Purpose

This article is intended to project admins who want to better understand how to set up the access to Jira Service Management, by customers and agents. To initiate on this article, Go to Project settings > Customer permissions to choose who can raise requests in your Jira Service Management Cloud and who your customers can share requests with.

Choose who can raise requests

People, in general, need to 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.


Who can raise requests?Description
Customers my team (agents or project admins) adds to the projectYour team adds customers to the project via the Customers page, or by raising a request on their behalf.

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.
Anyone can email the Service Management or raise a request in the portal
  • New customers can create their own accounts in your Service Management via the customer portal.
  • An email request automatically creates the customer account using the from email. If you allow customers to share requests,
    • people they share the requests with, also become customers and can raise requests.
    • people they add to the CC will also become customers and can raise requests.

If this option is disabled, then your Jira administrator has not turned on public signup for service Management 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 Management, or people who aren't customers yet. The people customers share requests with becomes participants in the request. Request participants can post comments and share requests, as well as receive the same notifications as the reporter of the ticket. Learn more about request participants.

The following table describes the ways customers can share requests:

Who customers can share with?Description

  • 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.

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, becomes customers of the 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 of the project.

If your service Management 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. Learn more.

SettingsWho 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? Watch the table below for some suggestions on how to make customer permissions work for you:

If you're like thisWho can raise requests?Who customers can share with?
You have a service Management that handles specific customer requests. Only the specific customer can use the service Management, and you don't want people outside that customer to use the portal. Remember to place all customers accounts under the same organization. Learn more.Customers my team (agents or project admins) adds to the projectOther 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.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 portalAny customer or organization, by searching this project. This option allows them to search all customers in the current project.
Last modified on Nov 9, 2020

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