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Customers view of issues

Chris Johnson_y1shka

Currently, the "view" customer who submit requests on a Jira Service desk, is very limited. It seems like a customer can comment and see shared comments on the issue. If the issue is open the can close or cancel an issue.

What I'm looking to figure out is if an issue is closed incorrectly, is there a way for a customer to open it again? Also, how can a customer add another person to the issue so they can vote on it or comment or just follow the status?

Thanks,

Chris

Accepted answers

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Marty_yvf6sb

Hi Chris,

both the things you are suggesting should be possible.

1. Allowing customers to re-open closed issues

This should be possible, provided there is a workflow transition from Done -> Open for the issue type associated with the request type.

You could even add an automation rule so a comment by a customer on a closed ticket will automatically re-open it. See some details here: https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-allow-customer-close-reopen-issue/qaq-p/67487

2. Customers do have the ability to share their requests with others.

But this depends on the Customer Permissions setup in the Service Desk Project.

Screen Shot 2019-02-15 at 3.33.46 pm.png

Chris Johnson_y1shka

Thanks for the quick response. #1 makes sense thanks. #2 I have my org set up just like your screenshot - it is for a service desk for internal use only (no outside customers) - an IT model. However, my internal customers can't share their requests or view requests of others in the org. The only sharing allowed is between agents. What am I missing?

Marty_yvf6sb

Hi Chris,

Customers will need to go to the Customer Portal and click the Share button to share with other Customers. Note it is on the right hand-side.

Screen Shot 2019-02-20 at 7.09.50 am.png

Chris Johnson_y1shka

That is the thing, I don't see that option. Here is a screen shot of a ticket and there is no "share" option. image 1.png