Is it possible to change the link URL of the Request dropdown in the Help center?

[Darien Sngoeun]

Hello,

Does anyone know if its possible to alter the "Requests" dropdown's URL in the Help center? Or if you can include Jira Software tickets into the requests page and not just JSM tickets?

[Trudy P Claspill]

Hello @Darien Sngoeun 

Welcome to the Atlassian community.

Can you provide some context for this question? What problem are you trying to solve that you believe will be solved by one of the solutions you propose?

It is not possible to include Jira Software space issues in the Customer Portal. To be visible in the Customer Portal an issue must have a Request Type which is something available only within Jira Service Management spaces.

Additionally issue in Software spaces can be seen only by licensed users (or Guests) of the Jira app. If your customers are allocated only Customer app access for JSM then they can't see issues that are in a Software space.

[Darien Sngoeun]

Hello @Trudy P Claspill ,

I am trying implement a way for end-users(customers) to view not only their JSM tickets but also their Jira software tickets in one place on the help center.

As you mentioned, it is not possible to include Jira Software space issues in the Customer Portal. So far, my current solution is adding a pre-filtered link in a separate section that leads to all of their created/open tickets on our Jira Site. 

Since I now have essentially 2 buttons to view tickets, I'm wondering if its possible to replace the "Request" button's URL so there is no confusion from the user's side.

Thank you for your response!

[Trudy P Claspill]

Thank you for that additional information @Darien Sngoeun .

Do your customers have Jira app User access? Is your work around link working as you expect?

[Darien Sngoeun]

@Trudy P Claspill So far, only a few customers have the "User" access in the Jira app for testing purposes and yes, it is working as expected by mimicking permissions/actions they have in JSM as a Customer.