Can you please direct me to the release notes for this? I am setting up a Jira Service Desk and have given my Service Desk Customer - Portal Access group access to only 1 project with permissions to Browse Project, Create Issue, Add Comments, and Add Attachments only. I accessed the customer portal url, opened an issue - and then clicked on the issue# that is displayed on the screen - and it takes me right to the underlying Jira Issue screen (not service desk). What am I missing?

sajith.chandran I think you are best to raise a support request (rather than use the public bug tracker) to try and get specific help with this.

As Shihab said earlier this "should work" and support.atlassian.com is the best place to get specific help.

Hi Shihab,

I have tried giving a user access only to the customer portal, but still when i login as the customer, i am able to view the JIRA service desk member page. Maybe i am doing something wrong. I have been at it for quite some time but to no avail. Hopefully you can help me out here.

The following are a few things i have done:

1. I have created a new group.
2. Mapped that group to JIRA users in the global permissions table.
3. Created a new user and added him to the previously created group.
4. In the project, under people tab, mapped the group and user to Service Desk Customers.

Even after doing all of this when i login with the customer credentials, it directs me to the /servicedesk/agent/ page and not the customer portal. Could please let me know what is it that i am doing wrong and how can i rectify it?

Your help is much appreciated.

Thanks

Hey guys,

Thanks for your feedback.

This specific suggestion to "add a permission so users can only view portal and not JIRA" has already been built into the product since Service Desk 1.2.0 and this is why we have resolved this particular issue.

We do have specific open issues for the areas you have brought up in the more recent comments:

• JSD-26 - Allow a global Customer Portal page with links to multiple service desks
• JSD-85 - Allow license seats for customers
• JSD-270 - Allow customers to view requests created by other customers belonging to the same organisation using the Customer Portal

Please watch these particular issues for future updates.

Well you don't have to get the complete product suite of axosoft which is $25, you can pick individual products and you could do just the help desk for $7 per month per user. But yes I agree about JIRA, they really need to get this sorted.

I looked at Axosoft - they are doing what zendesk do, five users min at $25 per user (very misleading pricing page) so it is actually $125 a month minimum outlay, which is not a fit for a team of two - if JIRA sorted out this rather silly mess it would be perfect!

My company looked into Jira extensively and over all we decided it just wasn't going to happen. What we need just isn't there, however, we found exactly what we needed with Axosoft. I would check them out, you are able to have a service desk environment with a user portal and you are able to group portal users by companies. Plus you only have to pay for your service desk technicians not EVERY SINGLE USER which is how Jira was designed.

it is not really a customer portal is it? it is a "portal" where all users can see everything and can easily navigate away from it into the core of your service desk software - not exactly what was advertised and purchased! What we need is an isolated customer portal with client logins, in an ideal world we would be able to group portal users by company so they can see all their own companies issues.

The trick is going to be to create a portal per client, and then hide the URL via editing all the email templates and using the iframe solution I mentioned - not really great.

You are absolutely correct. We are using JIRA a different way and have different requirements so I tested what you claim in your last post and had the same experience. Our clients actually require that they can see issues that other team members have entered so we purposely allowed them into JIRA. We have set up a separate project per client. We use the Script Runner add-on (currently free) and we copy the project out for each client. Note this does not copy the Service Desk part of the project (portal, SLA, etc.) so I still have to configure that piece. But it only takes a few hours to create projects if you use that script.

no it really is not! The customer portal is a URL tagged onto the end of the JIRA URL. What this means is, any customer can simply removes the URL portion of the portal and can now login to the JIRA instance. I also believe (but am still testing) that I would end up needing a portal per client because they can see all issues once they login to the main JIRA instance.

I have been forced to create a page on my public website with an iframe that pulls in the portal, but of course, email notifications then contain the real portal URL and once again a user can avoid that and see everybody's dirty washing.

The customer portal should be truly isolated!