How to restrict customers access to specific projects only in Jira Service Management
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Purpose
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...
Solution
- Create a Service Management Project (e.g. ProjectA)
- Create a user (e.g. UserA)
- Give UserA the 'Service Management Customers' Project Role for ProjectA (or any other Project Role, depending on your needs)
- 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."
- 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>.atlassian.net/servicedesk/customer/portals