Is there a way to share a Service desk ticket to all customers to inform them?

[menno.jansma@proactis.com]

Hello,

We are a SaaS application party and we we do not allow our customers to add people outside their own organization. However, if we have an issue concerning all customers, we would like to be able to inform them in a way that stops them from filing tickets. We have tried the portal announcement, but it does not actively inform the customers (and shouldn't). Is there a way we have not thought of? 

For example, can we create a ticket as agents ourselves, which we share with a 'group'? We do not want customers to be able to share with that group themselves, but we would like them to be able to comment. 

Any help?

Thanks, 

Menno 

Servicedesk Agent

[Alexander Bondarev · Accepted solution]

menno.jansma@proactis.com , i know how to resolve your problem.

As I see the nice solution is creating a transition available to certain people(JSD-agents) in certan conditions that will send an email notification to a specific group.

So you can create any custom Email to the group using plugins(for example - Jira Misc Workflow Extensions)

Or you can try to do it from "in-box" it depends on your business-case:

1. You should create new user-group , for example 'all customers' and add there any people

2. Create new event (Administration - System - Events)

3. Update or create new Notification Scheme where you will add new event and make a notification to the current group.

4. Update your workflow - there are a lot of solutions:

a) you can create just 1 transition and make it available to some Agents(or group) which will have in post-function with new event from #2.

b) creating new sub-task with new Event from #2 on issue-creation.

c) etc. 

[menno.jansma@proactis.com]

Hello Alexander,

Thanks you very much. I will try this and see if it gives the desired outcome. 

Kind regards, Menno 

[Alexander Bondarev]

If you`ll get questions - please contact, I will try to help :)

[Jack Brickey]

@Alexander Bondarev , you cannot add customer to a Group only Jira users can be added to a group. At least on cloud. Unless I am mistaken.

[Alexander Bondarev]

@Jack Brickey , I checked it now again - Server 7.11.1.

1. Create new user with new group(Administration - User management)

2. Add customer by searching on new username

[Jack Brickey]

@Alexander Bondarev , if the customer only shows in Jira Service Desk under User Management they will not show up when entering names in groups. Example below

 

[Alexander Bondarev]

@Jack Brickey Like I told i firstly add user then make him customer.

In your case you can set 'project-role'(JSD-Customers) notifications on new Event(#2).

[Jack Brickey]

interesting. so you add them as a user via User management and uncheck any/all application access so they are not paid users. you do this rather than adding customers via the project > Customers, Add customers screen.

[Alexander Bondarev]

in practice, we don`t act according to such a scheme.

just for this case, I suggested a solution.

in fact, it does not matter, because we define on event, either of notify project roles or groups.

[Jack Brickey]

as an agent you can share w/ an organization. if you have "organization added" enabled in customer notifications then every customer in the organization will be notified when an issue is added w/in their org. You can add an announcement banner on your portal if you want to share a message w/ all organizations/customers. JSD does not currently support a means of emailing all customers similar to what JSW allows via outbound email broadcasts.

[menno.jansma@proactis.com]

Hi Jack, thanks for your response. I was already aware of these functions but they do not meet my needs. I am looking to share a ticket with a single click (user group perhaps) to all customers. But I do not want them to able to share the tickets with that group themselves. 

[Jack Brickey]

That is not possible at least OOTB. Might check addons but not aware of any option.

[menno.jansma@proactis.com]

Thanks anyway Jack!