Customer Portal Access Report

[Gary Spross]

Is there any reporting or anyway to determine which customers are actually accessing the customer portal of a Service Management project?

[Alex Koxaras _Relational_ · Accepted solution]

Hi @Gary Spross 

You can add a gadget on dashboard which will give you the top "reporters" of your JSM project. E.g. use the "Two Dimensional Filter Statistics". On the y-axis add the reporter and on the x-axis the issue types.

The created vs resolved gadget will give you an idea of the frequency your customers create requests and how many you resolve each day. Useful as well.

Hope the above ideas will help and get you started!

[Gary Spross]

Thanks @Alex Koxaras _Relational_ . My use case is that I need to figure out who is using the portal, mainly logging into it. They could've created a ticket via e-mail, but then decided to utilize the portal to check on status or send additional info. Neither of your suggestions will get me that level of info. I was hoping there was some kind of report or insight gadget that would provide this level of data. Even a count of unique user access would be helpful (but exact users who accessed would be better).

[Alex Koxaras _Relational_]

@Gary Spross sorry to disappoint, but such report, out of the box, doesn't exist.

The only thing close to what you need would be the last active date for portal only customers which can be found under portal only customers selection.

Maybe searching the marketplace could help you find what you are looking for. E.g. this app https://marketplace.atlassian.com/apps/1219230/advanced-portal-reports-for-jira-service-management?hosting=cloud&tab=overview

Finally you could try to copy somehow the channel type of the request type upon creation and store it to a custom field. And then use the 2D dimension gadget I told you earlier. Haven't tested this though.

[Gary Spross]

I figured it was a long shot, but had to ask.

Actually, exporting that "Portal customers" list gave me the majority of the info I needed.

It would be nice if it included which project portal they were accessing, but I see why it can't really do that.

Appreciate the help!