Raising JSM support requests on behalf of new customers using Jira mobile

[David Fairlie-Jones]

We're setting up Jira Service Management. I've got some request types with new issue forms that work for us, so the portal on the web works well. We have a few field technicians who will need to raise and manage issues on the go, for which I was hoping they could use the Jira app. 

First issue is it looks like the request forms don't carry over to the mobile app, it only uses the standard Jira create issue form, which is not ideal but I can live with. 

Second issue is these field technicians will often get phone calls from customers about problems, and then they would need to log the issue in JSM. When you create an issue, you can only change the reporter to an existing customer. You can't type the email of a new customer, nor can you create a new customer as far as I can tell. You can invite users but this seems to invite them as fully fledged Atlassian account licensed users where I want to just create customers. 

Have I missed anything? Any pointers about how to address this, or is this just the way it works? 

[MobilityStream]

Hi @David Fairlie-Jones ,

Our Mobility for Jira Portal app is specifically designed to create and edit requests in the JSM Portal. We have many clients who use it to have their technicians enter data.

You will need to install the Mobility for Jira add-on from the Atlassian Marketplace. All your field technicians can then start accessing your JSM Portal on their mobile devices. Functionality should be equivalent to the portal accessed via browser. We also support a few add-ons such as Extension for JSM, Refined, Assets, etc:

Atlassian Marketplace: https://marketplace.atlassian.com/apps/1211459/mobility-for-jira-mobile-for-enterprise-teams?hosting=datacenter&tab=overview

iOS: https://apps.apple.com/us/developer/mobilitystream-llc/id558594187

Android: https://play.google.com/store/apps/developer?id=MobilityStream,+LLC

Kind regards,

The Mobility Team

[Dan Breyen]

There is a JIRA ticket w/ Atlassian to create a Jira Service Manangement app.  My users have installed the JIRA app because it's prompting them to when they go look at the portal.  I would NOT recommend having them use JIRA as there isn't a 'customer facing' part of the JIRA app.  The JIRA app appears to only be for JIRA users, not customers of JSM.  

Nor does it have all of the extra features that JSM adds onto JIRA (like your customer issue).

I'd suggest watching this issue for further updates on a JSM app. 

https://jira.atlassian.com/browse/JSDCLOUD-9763