JIRA Service Management - Queue Visible to Customers

[Jamie Wilson]

We use a JIRA Cloud service desk to allow engineering employees to request FEA Simulation on their designs. Most requestors are not JIRA users and only have access to the Customer Portal to view their requests. We would like to have a list visible to the Customers that shows open requests to give an idea of how many requests may be ahead of them in the queue.

Is there an easy way to do this without giving every requestor a JIRA license and permission to view the project + dashboards?

Thanks

[Sebastian Krzewiński]

Hi @Jamie Wilson 

You cannot grant access to Jira dashboard for every JSM client. Only idea that came to my mind is you can put all customers in one organisation and thet every user in organisation will be able to see issues raised by other users from organisation.

Regards,

Seba

[Jamie Wilson]

Thanks Seba.

If all customers are in one organisation, would you be able to see issues raised from others in the same organsiation in the customer portal? This would be great.

[Dirk Ronsmans]

@Jamie Wilson

Yup!

When they raise a ticket from the portal they will be able to "share" the ticket with an organisation (or keep it private).

If shared, the tickets will be available thru the portal to be viewed by all members of that Organisation.

https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/

We tend to use it by grouping "internal" customers in to their teams/departments so they can (if shared) follow up each others tickets.

[Jamie Wilson]

Thanks!

Is there a way to automatically have all tickets shared with an organisation - so everyone can view all other requests? I had a quick look in the Project Automation but couldn't see anything obvious.

[Dirk Ronsmans]

Automatically to all users isn't really possible, you will have to add them to the organisation.

You can have the ticket be auto shared tho. In the global settings (https://<yourhostname>.atlassian.net/jira/settings/products/jira-service-management-configuration

You can change this setting.

Otherwise if they are in an organisation, you can use an Automation to "edit the issue" and change the organisation field

[Rina Nir]

@Jamie Wilson 

Sorry for the late reply, I just saw your ticket now.

If you use Confluence and your engineering employees have access to Confluence, then I'd suggest you check out this app: Jira Snapshots . It will allow you to show Jira ticket information in Confluence, to users who do not have access to Jira. 

Disclosure: I am the product owner of the App (and RadBees' CEO) s I am biased. But, I have few customers who are using the app exactly for the same use case, and they are very satisfied with it (some have even reviewed it on the marketplace, so you can checkout their reviews).

Rina