Customer Portal

The customer portal is a self-service portal for end customers with separate authentication, separate from the internal agent accounts.

Access

The portal is accessible at /portal/login. Customer portal users are stored in a separate table (customer_portal_users) and have no access to the internal ITSM interface.

Demo Access (Seed Data):

• URL: http://localhost:8080/portal/login
• Email: portal@acme.example.com
• Password: changeme
• Tenant: demo-org

Features

My Tickets

• List of all tickets for the user's customer
• Filter by status
• Ticket detail with comments

Visibility: Only external comments (no internal agent notes)

Create New Ticket

Portal users can submit tickets:

• Type (Incident / Change)
• Title and description
• Priority

The ticket is created with source: 'portal' and the portal user's customer_id.

Comments

Portal users can leave external comments. Agents see these comments in the regular ticket view.

Knowledge Base

All published, public KB articles are visible in the portal:

• Search
• Article cards with category and tags
• Full article view (Markdown rendered)

Authentication

The portal uses its own JWT tokens with the portal: true flag. Tenant assignment is done via the tenantSlug during login.

{
  "sub": "portal-user-id",
  "email": "user@customer.example",
  "displayName": "Max Mustermann",
  "customerId": "customer-uuid",
  "tenantId": "tenant-uuid",
  "portal": true
}

Managing Portal Users

Portal users are currently created directly in the database. An admin UI for portal user management is planned.

INSERT INTO customer_portal_users
  (id, tenant_id, customer_id, email, display_name, password_hash, is_active, created_at)
VALUES (?, ?, ?, ?, ?, bcrypt(?), 1, ?);

REST API (Portal Endpoints)

POST /api/v1/portal/auth/login         # Portal login (returns JWT)
GET  /api/v1/portal/auth/me            # Own profile + customer info
GET  /api/v1/portal/tickets            # Own tickets (paginated)
GET  /api/v1/portal/tickets/:id        # Ticket detail + external comments
POST /api/v1/portal/tickets            # Create new ticket
POST /api/v1/portal/tickets/:id/comments # Add comment
GET  /api/v1/portal/kb                 # Public KB articles (optional: ?q=)