How do I share the filtered list to Customer (Not agent license user)?

[Carson Sham]

We would like to share the request list by system with the Business owner who is not using JSM agent license, But when I try to share the filter to he/ she, not successful, he/ she only can go into the service portal, but not showing the filtered list.

Can you please advise how I can do that? Or do we MUST need to assign the Agent license to him/her for that list?

Thanks

[Trudy Claspill]

Hello @Carson Sham

For a user to be able to access the native Saved Filters and view the results they must have a license (agent or software user) for the Jira instance. A user that is only a JSM customer will not be able to access Jira except through the Customer Portal, and Saved Filter results cannot be seen there.

You could use an Automation Rule to retrieve the same issues as the filter, and send that via email directly to the customer(s). That bypasses the need for a license and accessing the filter within the Jira UI.

[Carson Sham]

So, may I know if there is any role or add a new role for these business users for View Only, and they cannot access/ edit all the tickets? we want to control that.

Thanks,

Carson

[Trudy Claspill]

The first question that you need to answer is are you willing to pay for a license for each of the users to enable them to access your Jira instance?

If you are then:

1. You could each one a license, either Jira Service Management agent or a Jira license (if you also have the Jira product installed).

2. You create a role in the JSM project that grants only the Browse Projects permission.

3. You assign the users to that role.

4. You ensure that the permissions on all your other projects are set up in such a way that these users don't have access to see any of those other projects.
- This may require that you create a separate User Group for these users that you can use in the Product Access settings for the site, to give these users licenses without adding them to the Default product access groups. The exact steps needed here depend on how you are managing product access, and how you might use the User Groups named in Product Access to allocate Global and Project permissions to users within the product.

Note that this methodology would give those users access to see all the data in the JSM issues, for all issues in the JSM project. They would see all comments, all fields, all history, in the same manner as your internal users. If they have only the Browse Projects permission within the JSM project, then they would not be able to modify the issues.

If you need to restrict these users to seeing only a subset of the JSM issues, that adds a level of complexity.

If each of these users needs to see a different subset of JSM issues, that adds yet another level of complexity.

[Trudy Claspill]

Having said all that, though, I think you need to back up and ask yourself what is the root problem you are trying to solve.

I notice you replied to YY Brother that emailing the information to the users is not an acceptable solution. Why is that not an acceptable solution? Why must the users be able to access the information dynamically?

Also, are you willing to consider solutions that would involve purchasing a third party product? Or do you have personnel with the skills to develop a web application of your own that you would make accessible to those users and that would leverage the Jira REST APIs to get the data to present to those users?

[YY Brother]

Hi @Carson Sham 

How about sending those tickets list/table to stakeholders through jsm automation rule at regular intervals?

Hope it helps

YY Bro

[Carson Sham]

Business users not accept the email sending solution

[YY Brother]

Add the business users as the request participants for the listed issues.

And then tell them to see those tickets from JSM portal.