Restricted Service Management Project Setup
A restricted service management project is a project that only allows explicitly specified customers to submit work items into a project. Users who are not listed as a customer will not be able to submit nor access existing work items reported by them in the project. This can be done by individual users, groups, or JSM organizations (not yet implemented), and can be done at the project-level by project Administrators.
As of writing, most projects are Open, allowing anyone (including non-syr.edu users) to submit work items into their project via the Help Center.
Licensed Orange Tracker agents have automatic customer access to most all projects, even if not explicitly listed. If this access is not desired, reach out to the CDI Applications team. Note that this change will fundamentally change non-project agents to strictly customers in the project. The notable change with this are that non-project agents will only be able to submit and access work items via the Help Center, not the Agent UI.
Transitioning from an Open to a Restricted Project
Transitioning from an Open to a Restricted service management project can be done by a project Administrator.
Change Project to Restricted
Navigate to Space Settings
Under Access, select Customer Permissions
Change Channel Access to Restricted
Additionally, un-toggle the option under Sharing requests with Organization. This protects against oversharing work items and for future features.
Add Customers
Navigate to Space Settings
Under Access, select People and access
Select Add people (top-right)
Search for and select the desired user(s) and/or group(s)
Assign the selected users to the Service Desk Customers project role.
Select Save
Do not grant any permission role other than Service Desk Customers to customer users and/or groups!
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