Allow our internal work domain (only) to get to portal and send requests via email
Asked by Doug Nelson:

We're looking to use JSM for our helpdesk for our work domain only, for internal support.

Let's say we are [@Work](/t5/user/viewprofilepage/user-id/1193066).com as the domain.

Anyone who sends an email to our support email (associated with the jsm project/portal) should have their issue received and should get a reply. We have manufacturing folks and the only thing they can barely do is send email; I can't ask them to go setup a Jira login just to be able to send email requests.

Conversely, those who want to use the portal should just be able to get access. It should still recognize them as them (via their email/domain account), but I want the number of steps to be minimal.

We were trying this without SSO (to ms365) by setting the allowed domains and such, but it just doesn't work - if you don't setup the account, you can't send the email. And to set up the account is like a dozen steps and it would break the souls of many of our users.

Looking for a quick set of steps vs getting sent all over Jira, in and out of the project, to get this setup via articles and such I've found. If SSO is the 'only' way to make it work then I will have to buckle up and go down that road.

Thank you


Answers:
author: Bruna Silva
body: Hello [@Doug Nelson](/t5/user/viewprofilepage/user-id/5534631),

Thank you for reaching out to Atlassian Community!

Allow me to share with you that, currently, the customer access to a customer service project is set in the following pages:

++**Global customer permissions**++ (*affects all the service projects*):

* From the top right of your screen, select *Settings* in the top right of the screen \> *Products* \> Under *Jira Service Management* , select *Customer access*

On the *Customer access* page, we can configure how new accounts are created, between [**Internal** (Atlassian account) and **External** (Portal-only account) customers](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-service-project-customers-and-organizations/).

Please note that by using **Internal accounts** , when the user sends an email request for the first time, they will have to create their **Atlassian Account.** Thus, the customer will receive an email to verify their account and complete the signup before their request is created within your project. You can see more details about it in this document: [Incoming email status - CONDITION PENDING](https://confluence.atlassian.com/jirakb/incoming-email-status-condition-pending-1167731633.html).

++**Project customer permissions**++ (*affects only the service project*):

* *For Company-managed projects* : From your service project, go to *Project settings* \> *Customer permissions*
* *For Team-managed projects* : From your service project, go to *Project settings* \> *Channels* \> *Customer permissions*

More details about these permissions can be found in the following document:

* [Permissions for your service project and Jira site](https://support.atlassian.com/jira-service-management-cloud/docs/customer-permissions-for-your-service-project-and-jira-site/)

If you have any other questions regarding this matter, please let us know.

comments: author: Doug Nelson
body: I'm generally aware of where all the setting are and mostly what they do, but what I don't understand is the combination of settings to get what I want JSM to do. And maybe it's not possible.

My work.com users should be able to either:

\* send an email to create a ticket - and get updates, notifications, etc.

\* create a ticket on the portal - and get updates, notifications, etc.

I want non-work.com people to be possible 'participants' on tickets, with my primary use-case being that they are cc'd on emails that are sent to our JSM support email. They should show up as 'request participants' (I figure) and be able to participate on the conversations via email but not be able to access the portal or create tickets through email on their own. I 'may' be willing to loosen up the rules for the last piece but would prefer to avoid spam and such and only have work.com accompanying emails create tickets.

I cannot be the first person that ever wanted this scenario, so someone has it working and can share the steps - or can tell me I'm screwed and that there's no way to make it work.

thank you


author: Bruna Silva
body: Hey [@Doug Nelson](/t5/user/viewprofilepage/user-id/5534631)

Regarding your question, at the moment, customers need to have an account and portal access to be added as [Request participants](https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/) and interact with the service request. For now, it's not possible to restrict their ability to create tickets while still allowing them to be Request participants.

However, we have open feature requests to have more customer permission options, as we can see below:

* [More flexible portal-specific customer signup](https://jira.atlassian.com/browse/JSDCLOUD-3540)
* [Ability to set domain restriction for private Service Desk to allow self-sign up](https://jira.atlassian.com/browse/JSDCLOUD-8644)

Please, feel free to click on "Vote for this issue" and add yourself as a watcher to be kept informed about the state of the features moving forward.


Tags: cloud

jira-service-management

jira-service-management-cloud