JIRA SERVICE MANAGEMENT

[Nikita Phunde]

How might we leverage JIRA SERVICE MANAGEMENT for clients while maintaining confidentiality? I aim to grant them permission solely for raising requests and leaving comments, without granting visibility into requests initiated by our QA team.

[Jack Brickey · Accepted solution]

Hi @Nikita Phunde , the only way a Customer can see issues other than those they reported is if the issue is in some way shared with them. Examples of how this is done:

• an Agent opens a request on behalf of a customer making the customer the reporter
• an agent adds a customer as a Request Participant 
• one customer shares an issue they opened with another customer which will add them as a Request Participant if that customer accepts the invite
• the Customer has product access as a user, e.g. Jira Software AND they have Browse permission to the JSM project 

In other words, the Customer will only see the issues they created unless specifically added to the issues the don't create.

[Nikita Phunde]

Hello @Jack Brickey ,

Thanks for getting back to me!

I have a question related to this: When I add a customer, can they create additional projects within my JSM or explore projects already created by our team? I'm aiming to restrict their ability to create new projects or invite other users to our project. Just to clarify, during the project creation, I selected the restricted option, allowing access only through direct invitations. Additionally, for customer sharing, I chose: "Customers can search for other customers within their project or organisations."

[Nikita Phunde]

Hey @Jack Brickey 

Is it possible to link Jira Software with JSM so that whenever a customer raises a request, it's automatically added to my Jira Software project?

[Jack Brickey]

Yes. You can use automation to create a linked issue. If memory serves, there should be a template in the Automation templates library. Check there and if not also check the community as there are a number of posts about this. If you get stuck, please don't hesitate to reach back out here.

[Nikita Phunde]

Hi @Jack Brickey 

Thanks for getting back to me! I wasn't able to locate a similar template for what I need, even after checking in the community. Could you assist me with this, please?

[Asha Goyal · Accepted solution]

@Nikita Phunde 

Simply add them as a customer without giving any product access and Customer will not be able to access any of the projects internally.

Feel free to ask if any other specific query.

Thanks

Asha

[Nikita Phunde]

Hello Asha,

Thanks for getting back to me!

I have a question related to this: When I add a customer, can they create additional projects within my JSM or explore projects already created by our team? I'm aiming to restrict their ability to create new projects or invite other users to our project. Just to clarify, during the project creation, I selected the restricted option, allowing access only through direct invitations. Additionally, for customer sharing, I chose: "Customers can search for other customers within their project or organisations."

[Nikita Phunde]

Hello Asha, 

Is it possible to link Jira Software with JSM so that whenever a customer raises a request, it's automatically added to my Jira Software project?