How do you display the JIRA issue number in Service Desk client view?

[Deborah Mulholland]

How do you display the JIRA issue number in Service Desk client view?  We are tracking via this number and the client cannot see it.

[Deborah Mulholland]

Thank you.

Is it possible to display this, though, at the portal level without opening the ticket?  The client would like to search on ticket number, at the portal level.  Service Desk seems remarkably limited compared to JIRA.

[Nga Lai]

Yes, you can open the ticket in JIRA view by clicking on the link if you have JIRA access and 'browse project' permission (collaborator or agent).

[Deborah Mulholland]

Thank you. The question is: Can you display the Jira number in the client service desk portal view where all the issues are displayed ? It seems I keep asking the same question and getting the same answer which does not answer the question I’m asking.

[lboogie]

Hi there,

I know this isn't an answer but I thought adding some screenshots would clarify the issue so someone can answer this question. We are having the same issue as Tony. We need to be able to do the following:

• Have our customers see the reference key in the portal view (not the individual ticket view) so they can quickly find a ticket based on reference key

portal.png

• Search for an issue based on its reference key 

search.png

As you can see in the screenshots, the portal view only shows the summary and not the reference key. We don't want our users to have to click into an individual ticket to find the reference key.

Please let me know if any of this is unclear and I can elaborate.

Thank you!

-Landi

[Jakob Stoltz]

We would also like to know if this is possible. There is a need from our customers to see the issue key in the portal view.

[Jose Raupp]

Hey Tony,

Actually customers should be able to view the issue key from Service Desk Portals. They just need to open the ticket and on the top right corner of the screen there will be a Reference: field.

[Deborah Mulholland]

Thank you. Is it possible to display this, though, at the portal level without opening the ticket? The client would like to search on ticket number, at the portal level. Service Desk seems remarkably limited compared to JIRA.