Managing customer access and permissoins

[Gideon Benari]

We have multiple customers that we want to be able to do the following using JSM:

1. Report bugs and general customer support issues

2. Access the knowledge base for instructions and how to articles etc.

On the one hand we want bugs, questions and knowledge from discussions (similar to this community) to be part of the general knowledge base, as a question or issue by one customer may be useful to many others.

However, clients might not want to identify themselves to other customers (they do to admin and agents).

We also want all the information to only be available to our customers (not to the general public).

How can we manage these permissions?

[Pramodh M · Accepted solution]

Hi @Gideon Benari 

Your customers should be in your site without any product access, that's when they become customers

Now for the project, you have configuration to control which customers can see which JSM projects, you just have to add the customers in the project and restrict the group of customers to see specific projects

Here's the reference https://support.atlassian.com/jira-service-management-cloud/docs/customer-permissions-for-your-service-project-and-jira-site/

Now with KB you can restrict when certian requests are raised to show only specific articles about the request with labels

https://support.atlassian.com/jira-service-management-cloud/docs/restrict-access-to-knowledge-base-articles/

Let me know if you have any queries

Thanks,

Pramodh

[Gideon Benari]

@Pramodh M   Thanks but this doesnt quite answer my questions.

All the customers have access to the same product and as such would need to access the same JSM and KB. So there is only one source of information.

But the customers should not "see" each other as is the case in most KB websites.