Customer interaction history in JSM

[Jim Stewart]

I'm creating documentation for HR folks for when we roll out JSM. We're migrating over from Zendesk and I notice a graphic in the old doc that says they could bring up a customer interaction history, i.e. all tickets that a given customer submitted.

Is that pretty much the function of the 'Customers' choice and/or is there a report that would provide that information? 

[Walter Buggenhout · Accepted solution]

Hi @Jim Stewart,

From the customer's perspective, that would be the list of tickets he/she can view from the customer portal after logging in and looking into My Requests. To be exact, he/she should select Any status and Created by me to get that list.

From your organisation's perspective, that would be through a filter:

Project = <your HR service desk> and Reporter = <customer x> 

In the above example I used JQL to set the filter, but you could use basic search as well. Navigate to Filters > Advanced issue search. Search by project and reporter to find exactly what you need.

[Jim Stewart]

Just to be clear, when you say from my organization's perspective, you mean specifically the agents? That's my primary concern. 

[Walter Buggenhout]

Yes, indeed. I mean the agents!