Send portal links only to internal organisation users

[Eva Borger]

Hi, 

We would like to include links to view requests on our portal in our JSM task notification. However, we only want to provide this link to our internal organisational users, not to external users. 

Does anyone know if this is possible and how?

Best, 

Eva

[Jack Brickey · Accepted solution]

Hi Eva,

Can you share more information about your specific goals and setup. Are your internal users Customers or are they actually Jira users that have access to the application itself? Do you have a mixture of internal users and external users within the same project and are you wanting to have your external users managed by email only, whereas your internal users are portal users?

[Eva Borger]

Hi Jack, 

apologies for the lack of  information here. 

Our internal users are all customers and mostly do not have access to the application itself, so the only way for them and colleagues in the organisation to see the request thread would be through the portal as far as we understand it.

Our internal users primarily use email to get in touch at the moment. - This may change going forward as more teams in our organisation start using JSM and we converge on all using the same tool and make use of the portal more widely, but this isn't the case just yet. 

Also, requests from internal users regularly involve external users as well who may not be customers in our project yet, so it is simpler for them to raise this through email. 

In contrast, we expect our external customers to always use email, so that the portal and associated links to help articles on Confluence etc would be for internal users only.

There is added complexity with how we interact with our external users. We have set up our project so that anyone on the web can send a request. We need to be able to receive requests from external users who hadn't been added by us before and allow our internal users to include them in threads by copying them in an email.

Because of this, we currently don't include the request's portal link from our notification template, since external uses would otherwise just be able to create a portal account and access the portal. We haven't found a way to use different templates for notifications to our organisation vs others, so now our internal users don't get the portal link either and can therefore not see the full task unless they navigate to the portal separately to look for it.

I hope this all makes sense...

[Jack Brickey]

Based on all the information which is excellent by the way thank you so much for that, have you considered creating a separate project entirely for your external users? In my opinion this is the safest path as you can control what they have access to better.

[Eva Borger]

Hi Jack, 

Hmm. We hadn't really considered this so far. To be honest, this is roughly where we come from and it's been a huge overhead to manage (albeit in that case it was to entirely different tools/routes). 

The issue we would have there is that we, more often than not, deal with enquiries that come from a member of a team that has both internal and external users and the task at hand would involve interacting with the team as a whole, or at least all those involved in the thread.

Would we then not have a situation where, if an external user got in touch with us directly (cc'ing in an internal team member), there'd not be a portal link to visit, while there would be one if the internal user would send the enquiry, cc'ing external users? That would defeat the purpose I guess. 

Thanks for the nudge though, Jack. Maybe we should consider this again and see if we could actually manage it this way.