How do you surface Change Start/End tickets to non Service Management users?

[Calvin]

Hi all, we have a bunch of Change tickets going in as part of JSM. That is fine, but we want to surface this to our department (Planned start/end dates) so they can see what upcoming changes are coming in.

But it seems like I can't make that visible unless those users specifically have an account with JSM which means paying for licenses of Agent accounts just to see the change calendar.

Any advice on better ways to do this? Thanks!

[Elitsa Velikova _Nemetschek Bulgaria_]

Hi @Calvin ,

You’re correct that by default JSM only shows fields like Planned start/end dates to licensed agents. However, if you want your department to see upcoming changes without agent accounts, you might consider the following approach:

• Give the department users customer portal access (not agent licenses).

• Grant them permission to view the Change requests they need.

• Use an app such as Advanced Portal Reports (by our team at Nemetschek) to surface selected fields (planned dates) directly in the portal.

This way, everyone can see upcoming changes in one place, without extra agent licenses.

Cheers,

Elitsa

[Marc - Devoteam]

Hi @Calvin 

If a user exist in ria they can see JSM issues without granting them a JSM license, but they will need to have a Jira license.

See this KB, https://support.atlassian.com/jira-service-management-cloud/docs/give-jira-users-permission-to-view-service-project-issues/ 

If you don't have Jira but only JSM, then you will need to grant JSM licenses.