Internal Customers have access to all Projects

[Marco Dähler]

I have multiple service projects. One is an internal help desk for company internal customers (users) and others are for external customers. I have grouped all customers (internal and external) in organizations.

Our internal organization is only linked to the internal service project. However every internal user automatically appears in all other service projects as a customer and i can't figure out to remove their access to the external projects.

Does anyone know why this is happening?

[Marco Dähler · Accepted solution]

It seems that my original (internal) project has been corruped. Since I have shared the project settings for every new project from that original project, this issue occured on all my projects.

I wasn't able to figure out where to correct the settings in my original project.

Solution: I have created a new project from a blanc scretch. Now I don't have this issue anymore and I can create other new projects who share the settings with this project.

At least I was able to keep the Oranizations and move the Tasks to the new project.

[Kai Krause]

Hi,

is the channel access setup to open ? Therefore everyone can add servicerequests to an project . 

BR

Kai

[Marco Dähler]

Hello Kai,

No, the channel access is Restricted.

BR

Marco

[Kai Krause]

So it could be that in the porject Settings -> People and Access some group is added as customer ? 

BR

Kai 

[Marco Dähler]

Hello Kai,

No, in People and access I have only added the Administrator (me) and the Service Desk Team (2 other colleagues from our organization).

BR

Marco

[Kai Krause]

Well, so 
i think the projectlevel is ok . 

in the product access under Atlassian Administration in the prudct access settings the customer access . 

Could be here is a wrong group ? 

Actrually i have no other idea

BR
Kai

[Marco Dähler]

Hello Kai

I have checked it with our User access admin.

Unfortunatly we can't find any "Product access" page in the Altassian Administration. We have browsed through different pages, but no one looks like your screen shot.

To be honest, there is no Attlassian tool worse than Jira Service Management. I have read many help descriptions and I have done many trainings, but the described workflows do not work at all. Settings are spread all over the tools and nothing is intuitive.

However, many thanks for your efford anyways.

BR Marco

[Lori Brown]

Anything useful on <your domain/jira/settings/products/servicedesk/customer-access ?

If only internal users are getting pulled in and not external...I know the customer access settings can be different, and internal users could have a different kind of account, so there could be something there.

All the external projects you say are Restricted. And those external projects do not have anybody listed in any of the roles under People & Access (other than the admins)?

If you can see an internal customer in admin.atlassian.com, do they have any app access? If so, click on the three dots > view Jira project roles. Maybe there's something interesting there?

[Marco Dähler]

Hello Lori

I beliefe my Customer access settings are the default settings. I have nothing changed there.

Yes, internal and external projects are Restricted. In People & Access I have only listed the admins.

Our internal customers have app access as a Customer. The Jira Project Role says:

-> There are currently no project role associations for this user.

[Lori Brown]

Under the Project Name > Directory, there's the Customers and Organizations tabs. Which Organizations appear on the Organization tab?

Or do the internal customers appear on the Customers tab, and if so, is their Organization(s) listed under the Organizations column? The Organization listed is correct?

[Marco Dähler]

In our internal Project, I have an organization <Our_Organization_Name> with all my internal Customers in this organization. I can see the same people under the Customers tab.

In our external Project, I have an organization <Customer_Organization_Name> with our external Customers in this organization. In the Customers tab I can see the external customers and all internal customers. However, I don't want to have the internal customers to be added to this project. I have not added <Our_Organization_Name>, nor the internal Customers, to this project.

[Lori Brown]

That is really weird. If you create a dummy external project, does it populate the internal customers, right away? Or after you add the external org? Might be fun to watch the audit logs.

I'd be curious to see if you're able to see if any automation is acting on it. Also, if it's a dummy project you could tweak the settings and see if you can get rid of people.

It might be interesting to try switching Channel access from Restricted to Open (save) and then back to Restricted again (save) to see if that does anything interesting.

[Marco Dähler]

When I create a new dummy project from scratch and don't share any project settings from an existing project, then it doesn't populate the internal customers.

When I create a dummy projedt and share the project settings with my internal project, it populates the internal customers right away.

When I change Channel access from Restricted to Open, suddenly all Customers from all Projects (internal and external) apperar in the project. When I switch back to Restricted, the internal Customers still remain.

Maybe my original Project is corrupted.

I'm thinking about to set up all projects new from scratch, to clean this mess.

[Lori Brown]

The project with the "Restricted" settings - is that the internal project or the external ones? Can you confirm that it's the External projects that are set to Restricted? I've seen if they are set to Open they'll pull in anyone who is a Customer (whether in the jira-servicemanagement-customers-xxxx group or not).

[Marco Dähler]

Hello Lori

All my projects are "Restricted".

I have internal and external Customers in my jira-servicemanagement-customers-group, however only the internal Customers are automatically pulled in every project.

BR Marco