Is it possible to share reports with external users?

[Sebastian Benz]

Hi,

we are using Jira Service Desk to support customers.Is it possible to share reports or issue details with an other user by mail? (no agent, no customer)

Kind regards
Sebastian

[Andy Heinzer]

Hi Sebastian,

If I understand your request here, you're looking to be able to share issue details and reports with external users that are not Agents or customers in Jira Service Desk Server.

If these were internal Jira user accounts (Core or Software licensed users), then certainly you can share the issue directly with them.  But that solution does require those users be licensed Jira users and I understand that has a cost associated with this.  If cost is the problem here, then please know that using the request participant field in Jira, and inviting a new email address there would give users at least access to that request via the customer portal.  Jira Service Desk customers are unlicensed users, so you can have an unlimited number of them.

I expect that those options are not desirable here, so for external users only, the only means I can find to invite them to see this data (with just native Jira Service Desk) would be to export the data in some way and then share that with them.  For example, you could use the issue export -> Printable view, and then save that file, or print to PDF and then share that file with an external user.   It's not as elegant because it's very much a snapshot of an issue or a report, and the data in it would be only accurate as to the time it was generated.

Additionally, Jira won't typically be able to send notifications to external users.  I believe that is by design to try to prevent malicious users from trying to use Jira as a means to spam unsuspecting email addresses.  That said, I know there are 3rd party add-ons to Jira that appear to be able to by-pass that restriction.  For example, Notification Assistant for Jira - Email I believe can send email notifications to external users.  It's possible there are other add-ons in Marketplace that might be able to the same.

I hope this helps.

Cheers,

Andy

[Boris Berenberg - Atlas Authority]

Thanks for mentioning our app Andy. Sebastian, we do support custom email templates in which you can use Velocity to include all kinds of content.

However we're also looking to expand this functionality in the future. If you want to shoot me an email boris@atlasauthority.com I would love to chat with you and understand what kind of improvements we should be delivering in this area.