JSM : allow requests from any email but restrict access to portal

[Antoine Claudé-Pénégry]

Hi 👋🏼,

We are setting up JSM for a team in charge of support for tools used internaly and by our partners.

Those users can have multiple email domains (internal, partners...) so we want to avoid restricting who can raise a request by email so in Customer permissions, we set up :

Choose who can send requests to “Support” via support@domain.com or the portal :

Anyone allowed on the customer access settings

Within a couple of hours we received a warning from our cybersecurity team because the portal was publicly accessible which is a security risk as we are dealing with support for sensitive tools. Especially because we plan to add knowledge base articles to the project in the near future.

Therefore we are looking for a way to :

• Allow anyone to contact the support by email
• And either :
  • Deactivate the portal
  • Restrict portal access to only internal users (but not partners) through IP whitelisting or behind a login

Anyone faced the same issue?

Thanks.

[Antoine Claudé-Pénégry · Accepted solution]

As for now, we did not find solution to our problem. Therefore, we will probably use another service desk solution that allow more flexibility to provide :

- A support email address without restriction

- A customer portal with specific restriction (for knowledge base management)

[Carla Norman]

We are currently looking into setting permissions on the knowledge base article structure to resolve this issue.

[Brant Schroeder]

@Antoine Claudé-Pénégry If you make it so anyone can raise a request then anyone will be able to access the portal.  If you have premium or enterprise you can setup the IP allow list for products.  I believe that this will work for the portal as well.  https://support.atlassian.com/security-and-access-policies/docs/specify-ip-addresses-for-product-access/ 

[Antoine Claudé-Pénégry]

Thanks @Brant Schroeder . We currently have a standard JSM Plan unfortunately...