Jira Servicedesk server cannot handle customer users

[Clark Sirl]

Hi all,

I am trying to implement JIRA Servicedesk customer portal to allow customers to log technical support queries with our servicedesk from directly in the product, and to be able to see their open tickets, etc. We are not fans of how the customers have to create their own servicedesk account in order to manage their tickets, because we want customers to be able to log issues with the issue collector, and they would never have created a servicedesk account first. Additionally, loading the issue collector whilst logged in with a service desk account doesn't work because of this bug anyway: https://jira.atlassian.com/browse/JSD-1640

One possible resolution we are persuing is to work around the bug by altering the JIRA settings to not load the issue collector with user context (the recommended workaround in the above bug) and somehow implement a single sign-on that automatically registers everyone with a service desk customer account the first time they login to our product (not sure if that's possible), and rely entirely on Jira's "match" functionality that should match the entered email address with the email address of a registered customer account. However, our tests so far have failed to get the latter working:

If we register a service desk account with an external email and then, whilst not logged into Jira, log a request with the issue collector using the registered email, the match does not work and still logs the request as the default reporter user. I wondered if it was because the user account registered through the JIRA servicedesk customer portal was not automatically assigned to any groups, roles or applications - but I can see no way to assign any of these automatically to the user, and even if I assign them all manually the match does not work.

Hopefully the problem has been clear. Sorry about the long message. I'm nearing the end of my tether with this, so if anyone has any suggestions I am all ears.

Thanks!

[Colin Goudie]

You could try embed the portal with our anonymous customer portal plugin applied

https://marketplace.atlassian.com/plugins/au.tributech.jira.sd.anon.tributech-anonymous-customer-portal-for-jira-sd/server/overview

Users can't view their logged tickets though but they can log tickets and search the KB etc..

[mina]

Hi Clark,

I'm not very familiar with issue collector, but what does your permission scheme look like for the project you're trying to create issues in? According to https://confluence.atlassian.com/adminjiraserver071/using-the-issue-collector-802592637.html for the match email to work you need the JIRA user to have 'Create Issues' permission. Is that already the case?