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  1. Jira Service Management Cloud
  2. JSDCLOUD-868

Include Domain Level Restrictions for Service Desk Public Signup

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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Update as of 24 May 2022

      Hello all,

      I am excited to announce this feature has started to rollout today.

      For more information checkout the release blog.

      https://community.atlassian.com/t5/Jira-Service-Management-articles/Use-email-domains-to-restrict-external-customer-sign-up-for-your/ba-p/2036372#M1710

      Eager to hear your feedback.

      Cheers, 

      Ben.

      Problem Definition

      Currently when users configure public signup for Service Desk there is no current feature that allows admins to restrict the public signup for specific email domains. While this feature exists for the JIRA public signup option there is no such option for Service Desk public signup. This lack of functionality results in security implications to companies who - for multiple reasons - need to restrict customer public signup for Service Desk only to a specific set of external customers/domains.

      Suggested Solution

      Allow restriction to particular domains and verification process for valid e-mails to avoid spam account creation.

      Workaround

      It is possible to automatically remove tickets created from undesired domains by following the steps of the article below:
      https://community.atlassian.com/t5/Jira-Service-Desk-articles/Restrict-the-creation-of-tickets-of-your-Jira-Service-desk-Cloud/ba-p/1351965

            [JSDCLOUD-868] Include Domain Level Restrictions for Service Desk Public Signup

            Jordan Wilkinson added a comment -

            Can this be managed via API? Customer Support can have hundreds of domains to manage in this list.

            Jordan Wilkinson added a comment - Can this be managed via API? Customer Support can have hundreds of domains to manage in this list.

            BK Paton added a comment -

            04daf148ea24 If you have them setup to be Atlassian Accounts using Approved Domains, and they are sending emails to support for the first time, they will be prompted to verify their email address. Once they have verified their request will go through.

            If they go via the portal they will be prompted to verify at the time of sign-up.

            Synchronising internal users via Atlassian Access is the best practise if that possible for you. 

            BK Paton added a comment - 04daf148ea24 If you have them setup to be Atlassian Accounts using Approved Domains, and they are sending emails to support for the first time, they will be prompted to verify their email address. Once they have verified their request will go through. If they go via the portal they will be prompted to verify at the time of sign-up. Synchronising internal users via Atlassian Access is the best practise if that possible for you. 

            Kolawole Akeredolu added a comment -

            I need to just ask this and know if we have been getting this all wrong from the start. My internal customers/staff/users can't seems to open a request with the support email and from the portal either. 

            Any guideline on step by step approach?

            Kolawole Akeredolu added a comment - I need to just ask this and know if we have been getting this all wrong from the start. My internal customers/staff/users can't seems to open a request with the support email and from the portal either.  Any guideline on step by step approach?

            Fabian Wimberger added a comment - - edited

            EDIT: I was wrong, it is working correctly so no need for further action. Thank you for the help!

            Hi,

            I found a bug. When I use the setting you described above "The final setting to check is the "Customer Permissions" page in the project settings." all users can open tickets via email, not just the ones whitelisted for login.

            Opening a Support Ticket now.

            Best regards,
            Fabian

            Fabian Wimberger added a comment - - edited EDIT: I was wrong, it is working correctly so no need for further action. Thank you for the help! Hi, I found a bug. When I use the setting you described above "The final setting to check is the "Customer Permissions" page in the project settings." all users can open tickets via email, not just the ones whitelisted for login. Opening a Support Ticket now. Best regards, Fabian

            Oliver H added a comment -

            Hi 2c78fb691232 

            Thanks for your comment, glad to hear you were hanging out for this feature.

            > You actually need to enable "Allow customers to create accounts" in addition to the "Allow portal only..." and "Only allow account..." settings for whitelisted domains to sign up.

            You are correct, to enable your customer's to self sign-up from allowed domains, you need the "Allow customers to create accounts" setting enabled.  If you don't enable that setting, then the allow list still applies to agents inviting customers (e.g. agents won't be able to invite customers from outside the allowed domains) and to customers adding new customers as request participants.

            > But this whitelist does not apply to email requests. Email requests from whitelisted domains (but no signed in user!) are still ignored with the following error message: "Signup is not currently available".

            I'm sorry to hear incoming email is not working for you.  An incoming email from an email address that the site hasn't seen before is treated like a new user self signup on the Portal.  So "Allow customers to create accounts" needs to be enabled, then the email address is checked against the internal approved domains list and then the external allow list.  The final setting to check is the "Customer Permissions" page in the project settings.  The service project settings needs to be set to "Anyone allowed on the customer access settings".

            If you have all these settings set and incoming email is still not working for you, you may found a bug.  Please open a support request so that we can help you more directly.

            Thanks,
            Oliver

            Oliver H added a comment - Hi 2c78fb691232   Thanks for your comment, glad to hear you were hanging out for this feature. > You actually need to enable "Allow customers to create accounts" in addition to the "Allow portal only..." and "Only allow account..." settings for whitelisted domains to sign up. You are correct, to enable your customer's to self sign-up from allowed domains, you need the "Allow customers to create accounts" setting enabled.  If you don't enable that setting, then the allow list still applies to agents inviting customers (e.g. agents won't be able to invite customers from outside the allowed domains) and to customers adding new customers as request participants. > But this whitelist does not apply to email requests. Email requests from whitelisted domains (but no signed in user!) are still ignored with the following error message: "Signup is not currently available". I'm sorry to hear incoming email is not working for you.  An incoming email from an email address that the site hasn't seen before is treated like a new user self signup on the Portal.  So "Allow customers to create accounts" needs to be enabled, then the email address is checked against the internal approved domains list and then the external allow list.  The final setting to check is the "Customer Permissions" page in the project settings.  The service project settings needs to be set to "Anyone allowed on the customer access settings". If you have all these settings set and incoming email is still not working for you, you may found a bug.  Please open a support request so that we can help you more directly. Thanks, Oliver

            Fabian Wimberger added a comment -

            Hi everyone,

            that's great to hear! I was really looking forward to that feature.

            However, please note that the screenshot on the release page is misleading. You actually need to enable "Allow customers to create accounts" in addition to the "Allow portal only..." and "Only allow account..." settings for whitelisted domains to sign up.

            After these settings new users with domains on the whitelist can sign in with no problems. Non-Whitelisted domains get an error message "Signup is not currently available".

            I know it probably was not in the scope of this feature. But this whitelist does not apply to email requests. Email requests from whitelisted domains (but no signed in user!) are still ignored with the following error message: "Signup is not currently available". Have there been any thoughts about allowing email requests for signed-up users AND whitelisted domains?

            Best regards,
            Fabian

            Fabian Wimberger added a comment - Hi everyone, that's great to hear! I was really looking forward to that feature. However, please note that the screenshot on the release page is misleading. You actually need to enable "Allow customers to create accounts" in addition to the "Allow portal only..." and "Only allow account..." settings for whitelisted domains to sign up. After these settings new users with domains on the whitelist can sign in with no problems. Non-Whitelisted domains get an error message "Signup is not currently available". I know it probably was not in the scope of this feature. But this whitelist does not apply to email requests. Email requests from whitelisted domains (but no signed in user!) are still ignored with the following error message: "Signup is not currently available". Have there been any thoughts about allowing email requests for signed-up users AND whitelisted domains? Best regards, Fabian

            BK Paton added a comment -

            Hello all,

            I am excited to announce this feature has started to rollout today.

            For more information checkout the release blog.

            https://community.atlassian.com/t5/Jira-Service-Management-articles/Use-email-domains-to-restrict-external-customer-sign-up-for-your/ba-p/2036372#M1710

            Eager to hear your feedback.

            Cheers, 

            Ben.

            BK Paton added a comment - Hello all, I am excited to announce this feature has started to rollout today. For more information checkout the release blog. https://community.atlassian.com/t5/Jira-Service-Management-articles/Use-email-domains-to-restrict-external-customer-sign-up-for-your/ba-p/2036372#M1710 Eager to hear your feedback. Cheers,  Ben.

            Hendrik Niechciol added a comment -

            Hi everyone,

             

            not only is this feature now delayed by months, customers asking for the feature seem to be ignored at Atlassian.

            Could anyone please provide a reliable timeline for this?

             

            BR
            Hendrik

            Hendrik Niechciol added a comment - Hi everyone,   not only is this feature now delayed by months, customers asking for the feature seem to be ignored at Atlassian. Could anyone please provide a reliable timeline for this?   BR Hendrik

            Miguel Ángel Pérez Montero added a comment -

            Hi,

             

            Any news about the ETA of this feature?

             

            Regards

            Miguel Ángel Pérez Montero added a comment - Hi,   Any news about the ETA of this feature?   Regards

            Fiona Cunningham added a comment -

            Hi 

             

            The domain-level restrictions for the public service desk sign-up was on track for April.  Will this be delivered in May 2022 or has the target release date moved further?

             

            Many thanks,

            Fiona Cunningham

            Fiona Cunningham added a comment - Hi    The domain-level restrictions for the public service desk sign-up was on track for April.  Will this be delivered in May 2022 or has the target release date moved further?   Many thanks, Fiona Cunningham

              7ad1551c39c0 BK Paton
              maguiar Marlon Aguiar
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