make an issue visible on the customer portal only at a specific state

[steff]

Hi there!

i search a way to display an issue on the customer portal only when this issue is at a specific state in my worklflow.

I mean the issue is not create by the customer so the issue is not available on the customer portal. But at one point in the workflow, I need a customer approval. So I need the customer to access the ticket at this point in the process.

I easly found how to hide ticket from creation on the customer portal, but i don't know how to set the issue visible at a state.

Is this possible? any idea?

thanks for your precious help!

[Ramin Shanehsaz _Computerra_ · Accepted solution]

Hi,

How exactly did you hide the issue? You could use automation to assign the reporter as the customer in that specific state, which should make the issue visible. Just make sure a request type is set as well.

[Marc - Devoteam]

Hi @Ramin Shanehsaz _Computerra_ 

By probably not having the Customer Request Type visible on the portal.

[steff]

Hi  @Ramin Shanehsaz _Computerra_ 

i tought to use automation but the problem is that I don't want customer to create this kind of issue. So i really need to hide this issue type, i use the the option hidden from portal available in the  Project settings > request types.

but this option is based on the issue type only, you can not add an other parameter like a status

May be i could use scriptrunner to hide the issue type on the portal even if i turn the option to visible... and make it visible when the issue transit to the specific status. I'm going to dig it.

Thanks @Marc - Devoteam I will look for a solution on the  3rd app side.

[Ramin Shanehsaz _Computerra_]

What I meant was:

You can hide the request type from the portal, so customers won't be able to create issues of this type directly.

Instead, you create a standard issue in Jira that is only visible to internal users. Then, an automation sets the request type and reporter to the customer when the issue has the relevant status. This way, the customer gets access to the issue through the customer portal.

[Marc - Devoteam · Accepted solution]

Hi @steff 

This is not an option ootb, you might need to see of there are 3rd party apps that can do this.

But if a ticket is not portal visible, I don't think this is possible

[Eric Silva]

Olá,

Acredito que seguindo esses passos irá dar certo:

1. Gatilho:
   Quando o ticket for movido pro status onde o cliente precisa ver (ex: “Aguardando aprovação”).
2. (Opcional) Coloca uma condição pra garantir que só certos tipos de ticket passem.
3. Ação:
   Adiciona o cliente como participante da solicitação (request participant).
   Pode usar algo como {{issue.reporter.accountId}} ou o e-mail direto se tiver.

Dica extra:
Manda um comentário público automático avisando que ele precisa acessar a solicitação no portal e tomar uma ação.

O que vale lembrar:

• O cliente precisa estar cadastrado no projeto como “Customer”.
• O campo de participantes precisa estar visível e funcionando.
• Isso só rola em projeto de Jira Service Management mesmo.

[Melbrin NGOUILOU_Andemex]

Hello,

So it seems to me that in native Jira, it is possible to manage approval steps, have you tried to configure this? Normally, it works pretty well, and when you're on an approval step, a validation request will be sent to your customer. However, I don't think it reveals the ticket on the portal.

If you really need to reveal the ticket on the portal, it might be interesting to manage this with the Issue Security scheme and automation. You can create 2 levels of security (agents and everyone). On creation, we'd have the Agents security level by default, and when we have a transition to an approval stage, we could then use automation to change the security level to Everyone. To be validated, but I think it could be pretty good.

Alternatively, you could create 2 types of request, an internal request (invisible on the portal) and another type of external request (visible to customers on the portal) and create an automation that changes the type of request when we pass the approval stage?

Melbrin for Paris

[steff]

Hi Melbrin 

thanks for your suggestions, i will focuss on management approvals steps but i already try this and didn"t but i may have made a mistake. 

the security level is a good idea. next things to try. I let you know!