외부 사용자로 추가된 사용자의 기능

[박지원]

1. 타임테이블(요청일자, 완료희망날짜, 실제 완료 일자) 등을 확인할 수 있도록 할 수 없는지

2. 신규로 추가된 외부 사용자는 기존 SR 이력을 보려면 요청참가자에 추가해야 확인가능한지? 다른 방법이 있는지?

3. 진행중인 상황에 대한 업데이트를 할 수 없는지?
현재는 [이 이슈 해결] 기능만 가능한것으로 확인됨.

[Walter Buggenhout · Accepted solution]

Hi @박지원 and welcome to the Community!

I understand your below questions refer to external users or customers in JSM:

1. Is it possible to check the timetable (request date, desired completion date, actual completion date) etc.?

2. If a newly added external user wants to view the existing SR history, do they need to be added to the request participants list? Is there another way?

3. Is it possible to update the current status of the issue?
Currently, only the [Resolve this issue] function is available.

1. Once a request is submitted, updates to work item fields are not shared with your customer. A common workaround would be to add a comment to the item when you update information, such as the schedule. Using automation rules, you can even automate that process, so you don't have to do it manually.

2. Yes. Adding a new user as request participant to a ticket makes it visible to that person. JSM also has a concept called Organizations, which represent groups of people belonging to the same company, department, ... Tickets can be shared with organizations too, making them visible to all members of that organization. In that case, adding the new user to such an organization could yield the same result, with the benefit that it immediately applies to all tickets shared with the organization, so you don't have to update every single ticket.

3. Yes. Workflow transitions can be made available on the portal. This is part of the workflow design.

Hope this helps!