Queue Visibility for Customers

[Lindsay Kirsch]

We would like to create transparency for our customers to be able to see where their requests "sit" in a given JSM queue.

Basically see a view similar to what our support desks see, but not be able to edit it.

Is there a way to do this?

We have JSM and Jira Software Premium which includes plans and dashboards.

[Kate Pawlak _Appsvio_]

Hi @Lindsay Kirsch ,

We have such features in our Feature Bundle for Jira Service Management.

• Time to resolution (and other SLAs) is available now in both hostings: Cloud and Data Center.
• Position in the queue: It's available now in Data Center but we can easily added it also to cloud version. 

I would love to talk with you more about your use case. Feel free to contact me: kate@appsvio.com

[Dan Breyen]

Hi @Lindsay Kirsch I might not be understanding your request, but do your customers use the JSM Portal?  They can login to the portal and see all the tickets they have entered and their status.  If you have them broken out by organization, they can see all the open tickets for the organization as well.  

If I'm not understanding your question, could you possibly clarify it?  Thanks,

[Lindsay Kirsch]

Yes - they can see all of their tickets.

However, they cannot see how their tickets stack up to other tickets in the queue. We essentially want to create a dashboard of all tickets in a queue so they can say, "oh mine is next in line or mine is 50 on the list"

[Mikael Sandberg]

How would you rank all the tickets in the queue? Based on created date or some other ranking?

[Lindsay Kirsch]

By status + the time remaining in the SLA

We basically want to make a "queue" view but for customers

[Pedro Olmo]

Hello @Lindsay Kirsch ,

This portal customization feature isn't available in the JSM box. A custom development could be done using Forge to create this report in the portal. 

regards

[Lindsay Kirsch]

Is there a way to bring in the time to resolution field into a plan? Right now it says it's "unsupported" for plans.

Could I make a view only queue for customers?

[Pedro Olmo]

Hello @Lindsay Kirsch ,

For clients to view queues, it must be done through the portal, since customer are not licensed to access JSM queaus . This view in the client portal is not supported. Customers can only view their own requests and/or those of their organizations in the request section.

Something could be developed with Forge for your needs.

regards

[Lindsay Kirsch]

Can you please direct me to resources using Forge to create this?

[Pedro Olmo]

hello @Lindsay Kirsch ,

This has to be custom-developed. I don't have the code because we've never done this development. At Deiser, we've developed other custom views for the JSM portal so customers can use them.
if you need help you will contact me. Email : pedro.olmo@deiser.com

regards