How to restrict customers access to specific projects only in Jira Service Management

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


If you have more than one Service Management project, most likely you would like to configure it in a way that some users (or customers with restricted portal access) are only able to browse and create issues in one Service Management project. For example, if you have Project A and Project B, you may want to have user A only able to browse and create service requests in Project A, user B only able to browse and create issues in Project B, and so on... 


Removing "The Service Management Customer - Portal Access" from the project permission scheme is not advisable. The way to allow users (or customers with restricted portal access) to only see the Service Management project(s) they are assigned to, is the following:
  1.  Create a Service Management Project (e.g. ProjectA)
  2.  Create a user (e.g. UserA)
  3.  Give UserA the 'Service Management Customers' Project Role for ProjectA (or any other Project Role, depending on your needs)
  4.  Go to Project Settings (lower left corner of the project settings page). In Customer Permissions "Channel Access" select the option "Restricted - Only people directly invited to this project can submit requests."
  5.  Now select 'Customers' in your project menu, and see that only the users that had a Project Role assigned in step #2 are in the list.

Repeat the above steps for each Service Management project and provide your customers with a single URL to find a list of all the customer portals they can access and the requests they created in each one: https://<instance_name>  

If you have a lot of restricted users and you don't want to add them one by one then you can uncheck the "Restricted Portal Access" checkbox for those users. This way the users will not be using any licence since they don't have any application access and you will be able to add them to groups. On the other hand, you have to be really careful when doing this because if, by mistake, you give application access to one of these groups then you will be using a lot of licenses. 

For further details on this please see below documentation:
Last modified on Feb 2, 2024

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