How can there be more ticket/issue visibility for customers?

[Lauren]

My team uses Jira as a ticketing system mostly and we have been receiving more and more requests for ticket visibility. I guess 'customers'/users who submit tickets can't always see all the details for their tickets, so they can't see attachments, the assignee working on their ticket, etc (basically just the summary and description of their ticket).

However, they can add comments to their tickets.

I would like to know if this means we would need more 'Jira Software' for users or if it's a matter of adjusting the settings?

Any suggestions and help on this matter is greatly appreciated :)

Thanks!

[Victor Mutambuki · Accepted solution]

Lauren,

It isn't a good idea to show customers who the assignee is. Some fields can be added to the request type and given a preset value, but you cannot make them visible on the customer portal:

• Linked issues
• Any fields that are defined by other JIRA applications
• Group, project, and version picker custom fields
• Assignee

Secondly, for customers to see attachments, do you've the field visible/available to them?

Victor

[Lauren]

Thank you for the feedback!

Where would I check that setting to see if it's visible to them?

I know they're able to add screenshots, but they can't view screenshots/attachments that the assignee/agent would add to the ticket. Hope that makes sense.

Thanks!

[Victor Mutambuki]

Lauren,

Go to Project Admin --> Request Types --> Edit Fields.

Are you an admin in the JSD project?

Victor

[Lauren]

Yes, I'm a Jira admin - for all projects.

And yes it's visible there. 

I noticed she wasn't the reporter for the ticket - she was a requested participant. Is that possibly why she couldn't view the attachment?

Another idea: the user is just at the 'jira user' level - would she need to be added to Jira Software to see the tickets?

Thanks for your help and feedback :)

[Victor Mutambuki]

Lauren,

Yes add the user as a customer in your service desk. They won't consume any license. She'll be able to see the attachment once you add her as a customer.

Victor

[Lauren]

I'm sorry, how would I add her as a customer?

Thanks!

[Victor Mutambuki]

Lauren,

See link below

https://confluence.atlassian.com/servicedeskserver/adding-customers-939926467.html

victor

[Lauren]

Thanks for the link, but the way my work's Jira was set up (before me), we don't have 'customers' and 'organizations'. We have 'user management' and 'groups'.

[Victor Mutambuki]

Lauren,

That's fine. You can create this Roles and add them to your service desk. 
https://confluence.atlassian.com/servicedeskserver/setting-up-service-desk-users-939926312.html

Victor

[Lauren]

Okay, thank you so much for your help :)