Customer permissions in the Board

[Sherif Sayed]

hi Community,

I have a question; I'm having a project at a company and I'm creating a ticketing system so that Jira Service Management customer can give a feedback about a "Ticket/User-story" that will be assigned to him/her
(basically, move tickets/subtasks between backlog/in progress/done and provide a comment), nothing more

Background: there are around 500 distinctive users that I will add as customers. and we can't afford to make them a full Jira user license, since their action is going to be only once.

The question is, 

1. can the Customers see the board and their tickets like in this picture (this is my view as Admin)? or they can only approve via Email?
   
2. Are customers able to see the Dashboard/Summary of tickets? or this is only for the agents?

thank you in advance

[Ste Wright]

Hi @Sherif Sayed 

This type of Project (looks like a Jira Work Management one) will require users to have a licence each.

I'd recommend instead checking out Jira Service Management, where tickets can be raised/viewed by customers - and customers are not a billable user.

They'd get access to each of their tickets, and be able to view them in a list.

Ste

[Sherif Sayed]

hi @Ste Wright 

thank you for the quick reply. this is definitely JSM type of project.

And this is exactly my question: can customers view the tickets in the board as well? or just in a list view as you mentioned?
any idea where to get a picture/screen shot of such an example? I've been searching for some time with no luck

[Ste Wright]

Hi @Sherif Sayed 

Customers can't see the board; there's no native feature to allow for that.

In terms of the list view, it might be easier to set up a test Project and view it from there:

• Go to the Customer Portal
• Create a few tickets
• Click the "N Requests" button in the top-right
• View one of the options (eg. Created by me, All, etc)

Ste

[Sherif Sayed]

@Ste Wright 
I can't test the customer view because in the free test version, other project roles are not available (as you see in the attached picture).

In order to convince Management to make the decision, they must make sure the customers can see "something", otherwise we might decide for another software/service 

[Ste Wright]

Hi @Sherif Sayed 

Could you move to a free trial of Standard or Premium perhaps, so you can test permissions?

Ste