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I want to use our Jira as Help desk / ticket system

Mathias Ovdal

We use a ondemand solution, and is happy for it.

I need my clients to be able to add issues by email and formular, get email confirmation and followups.

also it would be very nice if each client can see open issues they added to specific projects.

Is all this possible without each client counts for a payed Jira user?

We have 10 useres now, if all clients need to be registrated as paying useres, it will endup beeing way too much.

I hope for you quick response.

Accepted answers

Kim Poulsen

Yes, the URL would still be public to anyone figuring it out. Depending on how secret customers must be towards eachother this may not be your solution.

My next suggestion were to generate a static page with a login for the customer to use showing a dump of the issues they have open. The underlying project would be inaccessible to the customer and the issue collectors would have a password protected place to live.

But I think if you give the project key a sequence of random characters (as in "Project <customer 1>, KEY= AQKRTFGH) then noone would quess it anyway and the direct public browsing would suffice for most non-military or medical companies.

Do share how you end up solving this as it could provide a good starting point for others.

All comments

Onkar Ahire

Its best I ever seen JEMH

Cheers

Mathias Ovdal

Yes i am sure, but it is not avalible in OnDemand Jira

Kim Poulsen

Have you looked into issue collectors and projects with public browsing/commenting?

[https://confluence.atlassian.com/display/AOD/Using+the+Issue+Collector]

[https://confluence.atlassian.com/display/JIRA/Advanced+Use+of+the+JIRA+Issue+Collector]

Mathias Ovdal

Well, I have set up issue collectors - and email handler.
email handler is createing issues in a support Que project. and Issue handler is set up on some projects too.
I get the input, but i dont get the submiter in the loop. they dont get auto reply, I cant answer thim with in Jira ect.
I have not looked into public browsing/commenting, as I dont want the projects to be public, issues repported, and in some cases all open issues should be viewable, but only for specific clients, on specific projects. Can I do that with public browsing/commenting?

Kim Poulsen

I don't think the issue collector path provides a feedback path as well - even though the reporter email is a required input field.

But at least they can get feedback via other channels using that e-mail address.

On the public browsing side you may want to do something like Atlassian is doing:

1) Have one project per customer which is external only - create new issues here using the issue collector feature. Depending on the number of customers you have and whether they are fast-in-fast-out this is more or less viable.

2) Have a project which is internal only. Here you will create an internal issue for each external issue and link them to the relevant external project (mention it or use issue links).

So each external customer will be able to report and see the project you give them a link for and your internal project (with all customer's issues) will only be for your teams.

To make things even safer you can consider setting up a static web front listing the customer's issues and create a login for that. Combine it with issue collectors and you have most of it.

Mathias Ovdal

thank you for this idea, i think i will give it a try.

Mathias Ovdal

In this case the public will be public still - but you should know URL to get there?
and then you suggets to make somekind of login on a static webpage to "hide" it?

Kim Poulsen

Yes, the URL would still be public to anyone figuring it out. Depending on how secret customers must be towards eachother this may not be your solution.

Do share how you end up solving this as it could provide a good starting point for others.

Mathias Ovdal

Now i will look at the new Jira Service Desk to check if that is what i need. for what it looks like, it seams just like what i need!

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