420.1.2・Users, Project Roles, and Permissions 16%
Customers 與 organizations
誰能自己註冊、誰能提單、customer 之間能不能互相分享 request，由 site 與 project 兩層設定共同決定。
官方考綱原文（這一節會考的範圍）
- Describe permissions regarding customer sign-up.說明 customer 註冊相關的權限
- Describe global settings (customer access w/o login, etc.).說明全站設定（例如不登入就能存取）
- Set Customer permissions regarding channel access and customer sharing of requests.設定 channel access 與 customer 分享 request 的權限
- Manage customer and organization detail fields.管理 customer 與 organization 的 detail fields
3 分鐘速覽
Site 決定能不能建帳號，project 決定誰能提單
- Customer access（site admin）Settings → Products → JSM → Customer access：允不允許 customer 自己建帳號、要不要登入。
- 匿名提單Allow customers to create accounts＋勾 Customers can access and send requests from the portal without logging in；project 的 Channel access 選 Open。
- Channel access（project admin）Open＝沿用 site 的設定；Restricted＝只有被 agent／admin 邀請進這個 project 的 customer。
- Chat 不受 channel access 限制Restricted 時，Slack、Teams 提單的人會被自動邀請進 project。
- Customer sharing決定 customer 在 portal 用 Share with 能找誰：同 organization、或同 project、或輸入 email。
- Detail fieldsCustomer 與 organization 的 detail fields 是全站共用（不是只在這個 project），最多 50 個；建好後只能改 label。
資料來源（5）有疑慮時點開看官方原文
- How customer access settings impact project permissions
Check the box that says Customers can access and send requests from the portal without logging in.
- Change service space customer permissions
This option defaults to the permissions inherited from the site's global permissions for customers set by your Jira admins.
- Change service space customer permissions
When channel access is restricted, users can still raise request by chat such as Slack and Microsoft teams.
- Change service space customer permissions
Control how existing customers find other customers and share requests with them in the portal via the Share with feature:
- Manage customer detail fields
When you create a field, it will be displayed for all customer profiles in Jira Service Management and not just the current project.
兩層設定
Site 的 customer access × project 的 channel access
| 想要的效果 | Site：Customer access | Project：Channel access |
|---|---|---|
| 任何人（不用登入）都能看 help center、提單 | Allow customers to create accounts＋勾「without logging in」 | Open |
| Help center 公開，但只有被邀請的人能在這個 portal 提單 | Allow customers to create accounts | Restricted |
| 只有站上已有帳號的人能提單 | Don't allow customers to create accounts | Open |
| 只有站上已有帳號、而且被加進這個 project 的人 | Don't allow customers to create accounts | Restricted |
匿名也要留 email
即使開了不用登入，customer 送 request 時仍要輸入 email；系統會替他建帳號，他之後要設密碼登入才能看自己的 request。
Don't allow 的副作用
選 Don't allow customers to create accounts 時，sign-up 連結會被停用，未知寄件者的 email request 也不會被處理；customer 必須先有帳號或由 agent／admin 建立。
自我檢查：先在心裡回答，再點開對答案
Q1Project admin 想讓「網路上任何人」都能提單，但 Channel access 選 Open 後還是要登入。缺什麼？看答案
Site admin 沒在 Customer access 勾「Customers can access and send requests from the portal without logging in」。Project 的 Open 只是沿用 site 的設定。
資料來源（5）有疑慮時點開看官方原文
- How customer access settings impact project permissions
Even though this setting enables anyone to access a help center, customers will be asked to enter their email addresses to raise a request.
- How customer access settings impact project permissions
Once agents or admins add the customer's email address via the service space's Customers page, the customer will be able log in to the portal and send email requests.
- How customer access settings impact project permissions
Only the existing customers on your site will be able to log in to the portal and send email requests.
- How customer access settings impact project permissions
Only the existing customers that are added to the current service space will be able to log in to your portal, and send email requests.
- Change access settings for your customers
If selected, sign-up links will be disabled and email requests from unidentified customers won't be processed.
設定畫面
Project 的 Customer permissions
| Customer sharing 選項 | 能分享給誰 |
|---|---|
| Organization 內搜尋 | 只能找同 organization 的人；不在任何 organization 就不能分享 |
| Organization 內搜尋，或手動輸入 project 內 customer 的 email | 同 organization＋這個 project 的 customer；site 允許 Anyone 建帳號時，可以輸入任何 email（對方會被邀請成新 customer） |
| Project 或 organization 內搜尋 | 可以搜尋到這個 project 的所有 customer；要讓 customer 自己選 approver 時選這個 |
| 關閉 | Customer 不能找別人、也不能分享 |
自我檢查：先在心裡回答，再點開對答案
Q1要讓 customer 在提單時自己挑 approver，customer sharing 該選哪個？看答案
Customers can search for other customers within their space or organizations。
資料來源（5）有疑慮時點開看官方原文
- Change service space customer permissions
If a customer isn't in an organization, they won't be able to share requests.
- Change service space customer permissions
Sharing with an email address that doesn't match an existing customer will invite them as a new customer.
- Change service space customer permissions
Choose this setting if you'd like to allow customers to choose approvers.
- Change service space customer permissions
You can disable customer sharing to prevent customers from finding and sharing requests with other customers.
- Change service space customer permissions
To allow customers to share requests with an organization that they're a part of, enable Sharing requests with organization feature.
Organizations
把 customer 分組
- Organization 是 customer 的群組，可以加到多個 service project，不用每個 project 重加一次人。
- 成員可以把 request 分享給整個 organization，也會收到 organization 的 request 通知、能在 help center 搜尋它們。
- Agent 能不能新增／移除 organization 與成員：由 Jira admin 在 Product settings → JSM → Configuration → Organization management 決定（Yes, agents can…）。
- Email domain 自動分組：organization 可加最多 10 個 email domain；之後新加入、email 相符的 customer 自動加入。加 domain 不影響既有 customer；移除 domain 也不會把人踢出去。
- 從 organization 移除 customer，他就失去透過該 organization 取得的 project 存取。
資料來源（5）・1 點無官方原文有疑慮時點開看官方原文
- 找不到官方原文：由 Jira admin 決定官方只寫這個開關的位置（Organization management），沒有寫由誰設定；依位置推論為 Jira admin。
- Group customers into organizations
Organizations are groups of customers that can be used in multiple service spaces.
- Group customers into organizations
They're also notified about the organization's requests and can view and search them on the requests list in the help center.
- Use email domains to automatically group customers into organizations
When the option Yes, agents can add and remove organizations from projects, and add and remove customers from organizations is enabled in Product settings > Jira Service Management > Configuration > Organization management.
- Use email domains to automatically group customers into organizations
The addition of a domain to an organization will not impact existing customers.
- What are service space customers and organizations?
Agents can remove customers from an organization so they lose access to service spaces that use the organization.
Detail fields
Customer 與 organization 的詳細資料欄位
| 項目 | 規則 |
|---|---|
| 位置 | Service project → Customers → Customers／Organizations 分頁 → Manage details → Manage detail fields |
| 誰能建 | Organization admin 與 Jira admin（organization detail fields：admins） |
| 範圍 | 全站：建、改、刪都會影響所有 customer（或所有 organization），不是只有目前 project |
| 欄位類型 | Text、Single-select、Multi-select（各最多 50 個選項）、Email、URL、Date、Number、Phone number |
| 上限 | 最多 50 個 detail fields |
| 編輯 | 只能改 label，不能改類型 |
| 權限 | 每個欄位可設誰能看、誰能改（Manage permissions） |
| 用途 | 讓 queue、SLA、dashboard 依 customer／organization 資料分流（例如 VIP 等級） |
產品現況
官方註記：2025 年 10 月推出 Service Collection 後，新站台的 customer service 功能移到 Customer Service Management。考試版仍以 JSM 內的 detail fields 為準。
資料來源（5）有疑慮時點開看官方原文
- Manage customer detail fields
Organization admins and Jira admins in Jira Service Management can create customer detail fields that agents can fill in later to maintain important information about all your customers.
- Manage customer detail fields
When you create a field, it will be displayed for all customer profiles in Jira Service Management and not just the current project.
- Manage customer detail fields
While editing customer detail fields, you can modify only its label.
- Manage organization detail fields
Organization detail fields contain information about your organizations that give you and your agents important context and help to improve decision making when editing queues, configuring SLAs, and dashboards.
- Manage customer detail fields
With the introduction of Service Collection in October 2025, customer service features are no longer available in Jira Service Management on new sites.
易錯觀念
考題愛用的錯誤說法
Project admin 把 Channel access 設成 Open，就等於任何人都能匿名提單。
Open 只是沿用 site 的 customer access；site admin 沒勾「without logging in」就還是要登入，沒允許建帳號就只有既有帳號能提單。
Restricted 之下，所有管道都只剩被邀請的人能提單。
Chat（Slack、Teams）不受 channel access 限制；提單的人會被自動邀請進 project。
在 project A 新增的 customer detail field 只出現在 project A。
Detail fields 是全站的，所有 customer 都會出現。
Detail field 建錯類型，直接改類型就好。
建好後只能改 label；類型不能改，要刪掉重建（資料會一起刪除）。
替 organization 加 email domain 後，既有 customer 會自動被歸進去。
只影響之後新加入的 customer。
選 Don't allow customers to create accounts 後，陌生人寄 email 仍會建立 request。
未知寄件者的 email request 不會被處理。
資料來源（7）有疑慮時點開看官方原文
- Change service space customer permissions
This option defaults to the permissions inherited from the site's global permissions for customers set by your Jira admins.
- Change service space customer permissions
If a customer sends a request by a chat, they will automatically be invited to the space.
- Manage customer detail fields
Any changes you make to the detail fields will be displayed for all customers in Jira Service Management and not just the current project.
- Manage customer detail fields
Currently, changing type for an existing field is not supported.
- Manage customer detail fields
The field and all its associated data will be removed from Jira Service Management.
- Use email domains to automatically group customers into organizations
The addition of a domain to an organization will not impact existing customers.
- Change access settings for your customers
If selected, sign-up links will be disabled and email requests from unidentified customers won't be processed.
動手做
實作 Lab：讓路人不登入就能提單，再收回
第一次做 Lab？先看 Lab 環境準備：用測試站台、準備測試帳號。畫面名稱可能隨 Atlassian 更新而不同，以下以現行畫面為準。
目標：親手組合 site 的 Customer access 與 HELP 的 Channel access，用無痕視窗與 Dan 驗證誰進得了 portal；再看 customer sharing、organization 的 email domain 與 detail fields。
這個 Lab 對應的考點
Channel access 的 Open＝沿用 site 的 customer access；匿名提單要 site 勾「without logging in」＋project 選 Open；Restricted 只讓被邀請的 customer 用 portal、email；email domain 只影響之後加入的 customer；detail fields 全站共用、只能改 label。
準備
- 確認在環境頁的起點：Customer access 是 Allow customers to create accounts（不勾 without logging in）；HELP 的 Channel access 是 Open。
- Cara 在 Acme Corp，Dan 不在任何 organization；兩人都是由你在 Customers 頁加進 HELP 的。
步驟
- 你應該看到：Don't allow customers to create accounts 與 Allow customers to create accounts；後者底下有一個勾選框 Customers can access and send requests from the portal without logging in。
- 你應該看到：Channel access 有 Open 與 Restricted；Customer sharing 有幾種搜尋範圍與關閉分享，下面另有 Sharing requests with organization。
- 你應該看到：要求登入（可以看到註冊連結）：site 允許建帳號，但沒勾不登入。
- 你應該看到：不用登入就看得到 help center 與 HELP 的 portal；打開一個 request type，表單上仍要填 email（送出時系統會替他建帳號）。不要送出，或用一個新的 email 別名送出。
- 你應該看到：路人不能再在 HELP 提單；Dan 仍可以（他是被 agent／admin 直接加進 HELP 的 customer）。
- 你應該看到：Dan 不在任何 organization，不能分享；Cara 只找得到 Acme Corp 裡的人。
- 你應該看到：Dan 沒有被加進 Acme Corp：加 domain 不影響既有 customer，只影響之後新加入的。
- 你應該看到：欄位出現在所有 customer 的資料上（全站，不只 HELP）；編輯時只能改 label，不能改類型。新站台若找不到 Manage details，這一步只看教材（見環境頁的「新站台沒有的功能」）。
試試看：改一個設定，觀察差異
T1Customer access 改成 Don't allow customers to create accounts，用一個從沒用過的 email 別名寄信到 HELP 的 email 地址。看結果
不會建立 request：未知寄件者的 email request 不會被處理，portal 的註冊連結也停用。做完改回 Allow。
T2Customer sharing 改成 Customers can search for other customers within their space or organizations，Dan 再試著分享給 Cara。看結果
Dan 搜尋得到 Cara（同一個 project 的 customer）。要讓 customer 自己選 approver，就選這個。
T3（想像，不實際做）Channel access 是 Restricted 時，有人從 Slack 或 Teams 的 chat 提單。看結果
Chat 不受 channel access 限制，提單的人會被自動邀請進 project。
心像錨點：閉上眼睛想一次這個畫面
上下兩層開關：上層是 Customer access 那個「without logging in」勾選框，下層是 HELP 的 Open／Restricted。上層沒開，下層選 Open 也只是「沿用上層」。Site 管能不能建帳號，project 管能不能進門。
收尾
- Customer access 改回起點：Allow customers to create accounts、不勾 without logging in。
- HELP 的 Channel access 是 Open；Customer sharing 改回原本的選項。
- 移除 Acme Corp 的 email domain（移除不會把人踢出 organization）。
- 刪除 VIP level 欄位（欄位與資料會一起刪除；這是練習用欄位）。
資料來源（4）有疑慮時點開看官方原文
- How customer access settings impact project permissions
Check the box that says Customers can access and send requests from the portal without logging in.
- Change service space customer permissions
Only customers directly invited to the current service space by an agent or admin can access the portal and send requests by portal or email.
- Use email domains to group customers
The addition of a domain to an organization will not impact existing customers.
- Manage customer detail fields
While editing customer detail fields, you can modify only its label.
一分鐘腦內整理
讀完了？用這張收攏整節
Site 管能不能建帳號，project 管能不能進門Customer access vs channel access。
Open 跟著 site 走Restricted 只看邀請名單。
Detail 全站、五十、只改名
Site 的 customer access × project 的 channel access
- Open＝沿用 site；Restricted＝只有被邀請進 project 的人。
- 匿名提單要 site 與 project 兩邊都開。
Project 的 Customer permissions
- 讓 customer 選 approver → sharing 選「space 或 organization 內搜尋」。
- 要分享給整個 organization → 開 Sharing requests with organization。
把 customer 分組
- Organization 跨 project 共用。
- Email domain 只影響之後新加入的 customer。
Customer 與 organization 的詳細資料欄位
- Detail fields 全站共用、最多 50 個、只能改 label。
本節練習
做題
題目載入中…
官方來源（本節依據）
本教材為原創整理，非 Atlassian 官方出版品；題目皆為原創，不含第三方題庫題幹。考試沿用 project／issue 等用語，現行 Jira Service Management 已改稱 space／work item；customer 端仍叫 request。