Live viewers option like in Confluence?

[Dan Zanet]

Hi all,

We've recently switched from our old ticketing platform to JSM and the transition was flawless plus we enjoy so much the new customization options that were not present in the previous system.

There's one thing that we do miss though (and its also a feature in Confluence) but I couldn't see it anywhere in JSM - Being able to see the live users viewing the tickets.

For example, in Confluence, you can see who's watching an article. We'd like to have that as there's already an overlap on some of our tickets where two agents collide with each other. A plugin could also do if its not part of the JSM suite.

I've attached a picture here: https://ibb.co/S74VLK0Q

Thank you,

Dan.

[Aron Gombas _Midori_]

@Dan Zanet 

Atlassian develops a free app for that: Who's Looking

As far as I remember, years ago this app was pre-installed to any Jira Cloud site. It isn't anymore, but it seems it is still available...

[Martin Runge]

Hi @Dan Zanet,

Welcome to the Atlassian community!

Live viewer presence like Confluence has isn't a native Jira or Jira Service Management feature. The issue view only shows Watchers, Assignee, and activity history, not who has it open right now.

There's a current suggestion for this, JRACLOUD-80241, status Gathering Interest. Older duplicates like JRACLOUD-69160 have been closed and merged into it, so I would vote and watch that one: https://jira.atlassian.com/browse/JRACLOUD-80241

For the collision problem itself, I would not wait on that. A viewer count is unreliable anyway, a tab being open doesn't mean someone is actively working the ticket. Two things help more directly.

• Make claiming a ticket part of the workflow. Agent sets Assignee before starting.
• Add an automation rule that posts an internal comment when Assignee changes or status moves to In Progress, so the team sees it right away.

We used an Marketplace app for this on Data Center, but for now I am not aware of any Atlassian Cloud solution.

Cheers, Martin

[Dan Zanet]

Hi @Martin Runge 

Thank you for helping me out. I've added my vote, comment and also followed the page. This would definitely helps us out - on the older platform we used, we could see who is watching and if its typing or not live. I hope something similar would be implemented here.

We do follow what you have suggested but there are times where tickets require communication before even assigning a ticket to someone and JSM does not help with that. Leading to frustrations among some users.

Cheers,