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  1. Jira Service Management Data Center
  2. JSDSERVER-34

Allow users to view issues (in Customer Portal) and not Service Desk functionality

    • Icon: Suggestion Suggestion
    • Resolution: Fixed
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      Currently both agent access to Service Desk and view issue permissions in the Customer Portal are controlled by Browse Project Project Permissions. This means in order to provide a user with the ability to view their issues in the Customer Portal they also have agent functionality as in How JIRA and JIRA Service Desk Work Together. This means they can see SLAs, queues, reports and other information.

      Please add functionality to Service Desk to allow for users to be able to view their issues and not have access to read-only agent functionality.

          Form Name

            [JSDSERVER-34] Allow users to view issues (in Customer Portal) and not Service Desk functionality

            Hi everyone,

            Thanks for all your feedback on this issue, which has now been resolved with the release of Service Desk 1.2.
            An overview of the changes in 1.2 is available in the release notes, and there are more specific details of this feature in the updated documentation about managing users.

            Cheers,
            Gilmore

            Gilmore Davidson (Inactive) added a comment - Hi everyone, Thanks for all your feedback on this issue, which has now been resolved with the release of Service Desk 1.2. An overview of the changes in 1.2 is available in the release notes , and there are more specific details of this feature in the updated documentation about managing users . Cheers, Gilmore

            Matthias Glastra added a comment - - edited

            So to summarize. JIRA creates project and Service Desk. The client receives access to all the JIRA project functionality and JIRA Service Desk functionality. There is no way to limit the acces to only the service desk(s) that a user might have access too?

            Is there a fix this or some good documentation how to create this structure?
            Two roles Agent and Client

            Agent has access to report information, issues, project and can change the tickets.
            Client has access to the Service Desk frontend at .../servicedesk/customer/... and sees his/her tickets and can create new ones.

            Matthias Glastra added a comment - - edited So to summarize. JIRA creates project and Service Desk. The client receives access to all the JIRA project functionality and JIRA Service Desk functionality. There is no way to limit the acces to only the service desk(s) that a user might have access too? Is there a fix this or some good documentation how to create this structure? Two roles Agent and Client Agent has access to report information, issues, project and can change the tickets. Client has access to the Service Desk frontend at .../servicedesk/customer/... and sees his/her tickets and can create new ones.

            It's extremely important to be able to control the visibility of the "Service Desk" functionality. We don't want our users to see the SLA information, even if in read-only mode. A new permission should be created just for the "Service Desk" functionality.

            Eduardo Marques added a comment - It's extremely important to be able to control the visibility of the "Service Desk" functionality. We don't want our users to see the SLA information, even if in read-only mode. A new permission should be created just for the "Service Desk" functionality.

            Nevermind, I had never played with issue security before.

            I still think there has to be a fix so customers just using the portal don't have browse project permissions - they shouldn't be able to see (even if only read-only) the insude jira format with sla, reports, issue lists, etc.

            Thanks!

            Cortland Bolles added a comment - Nevermind, I had never played with issue security before. I still think there has to be a fix so customers just using the portal don't have browse project permissions - they shouldn't be able to see (even if only read-only) the insude jira format with sla, reports, issue lists, etc. Thanks!

            How? It looked like from extensive playing that you needed browse project permissions to be able to see anything in "my issues".

            Cortland Bolles added a comment - How? It looked like from extensive playing that you needed browse project permissions to be able to see anything in "my issues".

            Clyde, you can use Security Levels for limiting user to view only their tasks.

            Deleted Account (Inactive) added a comment - Clyde, you can use Security Levels for limiting user to view only their tasks.

            Christine, thanks for updated the documentation - I really hope this is only temporary. Any development response on this, this is a major issue - it doesn't make any sense that a customer could see the whole project and all open tickets in the project, they should just be able to see their own tickets.

            Cortland Bolles added a comment - Christine, thanks for updated the documentation - I really hope this is only temporary. Any development response on this, this is a major issue - it doesn't make any sense that a customer could see the whole project and all open tickets in the project, they should just be able to see their own tickets.

            CB added a comment -

            I updated the documentation to reflect that, currently, users should have this permission so they can see their issues. https://confluence.atlassian.com/display/SERVICEDESK/How+JIRA+and+JIRA+Service+Desk+Work+Together

            CB added a comment - I updated the documentation to reflect that, currently, users should have this permission so they can see their issues. https://confluence.atlassian.com/display/SERVICEDESK/How+JIRA+and+JIRA+Service+Desk+Work+Together

            In the documentation it says customer portal users should not have browse access. Maybe this is a bug and not a design issue?

            Cortland Bolles added a comment - In the documentation it says customer portal users should not have browse access. Maybe this is a bug and not a design issue?

              Unassigned Unassigned
              dcurrie@atlassian.com Dave C
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