Recovery Portal Group Name from an Issue Type

[Edu Verde]

Hi y'all,

I wonder if it would be possible to recovery the portal group name from an issue type in order to display it or set as a new custom field in case the agent want to add it as a column on his queue view.

Thx.

[Pedro Olmo]

Hi @Edu Verde ,

This is not possible out of the box in JSM.

One workaround could be:

You cannot directly query Jira Service Management portal group names with JQL in Jira Cloud because they are not exposed as a field. To achieve this, you can create a custom text field for each portal group on your request types and then filter using that custom field in your JQL queries.

Workaround using a Custom Field
Create a custom field: of the "Select list (single choice)" or "Text field (single line)" type.
Add the custom field: to every request type that belongs to the portal group you want to filter.
Set a default value: for this field to the name of the portal group.
Hide the custom field: from the customer portal so it's not visible to users.
Use the custom field: in your JQL queries to filter for the specific portal group.

Example JQL

If your custom field is called "Portal Group" and you want to find issues from the "Hardware" portal group, your JQL would look like this:
"Portal Group" = "Hardware"

Regards

[Edu Verde]

Hi @Pedro Olmo 

Thx for your quickly reply, but I guess that only works when you have no issues that appears under 2 or more Portal Groups at the same time :(

I think I should duplicate these issues for apply the workaround as you have mentioned.

Kind Regards