How we can restrict the customer from Help Centre on JSM ?

[Harshit Grover]

How can we restrict a customer to access the Help Centre but the customer should be able to access specific customer portal of jira projects?

[Sagar Mahajan]

Hi @Harshit Grover If the customer is part of the project where customer has access to raise a request then customer will able to see that portal only.

lets say you have 5 JSM projects with 5 Customer portals with different request types then if user is a added as a customer to only 2 project then customer will only able to access/view those 2 customer portal from help center while creating a ticket and not able to view the other 3 customer portal.

[Sandeep]

In this scenario:

1. Customer Access:

   • Customer X is added as a customer to Project 1 and Project 2.
   • They will only be able to access and view the customer portals of Project 1 and Project 2 from the Help Center.

2. Ticket Creation:

   • When Customer X wants to create a new ticket, they can do so by selecting either Project 1 or Project 2 from the Help Center's available customer portals.
   • They will see request types specific to each project, which may be different for Project 1 and Project 2.

3. Inaccessible Customer Portals:

   • Customer X will not have access to or be able to view the customer portals of Project 3, Project 4, and Project 5 from the Help Center since they were not added as a customer to those projects.

In summary, customers in Jira Service Management can only access and view the customer portals for the projects they are specifically added to, and they won't have visibility into the customer portals of other projects they are not associated with. This helps to tailor the user experience and ticket creation options based on each customer's relevant projects and request types.