nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Possible for customer to see Jira Service Desk tickets via filter in Confluence?

Benjamin_Wettlaufer

Hi Community,

I have a quick question. Within the knowledge space for our Jira Service Desk project I created filter for the various issue types, states and stuff. The agent can see them of course, but the customers can't ("Jira project doesn't exist or you don't have permission to view it."). I don't really see what I can adapt in the permissions, so that this is possible. Is there a way?

Many thanks.

Best,
Ben

Accepted answers

Mike Bowen

Hi @Benjamin_Wettlaufer

No, a customer can't see Confluence pages with filters, states and stuff. Only licensed users will be able to see that, even if the page is live in the Customer Portal.

Customers can see Request and Issue Types via the Customer Portal, but those are defined by you under Jira Service Desk Project Settings.

-Mike

All comments

Mike Bowen

Hi @Benjamin_Wettlaufer

No, a customer can't see Confluence pages with filters, states and stuff. Only licensed users will be able to see that, even if the page is live in the Customer Portal.

Customers can see Request and Issue Types via the Customer Portal, but those are defined by you under Jira Service Desk Project Settings.

-Mike

Benjamin_Wettlaufer

Hi Mike, many thanks for the very fast reply! So the thing is, all of these user are actually licensed user - so they have an account.

While they can see every ticket which is shared with their organisation within the portal, the overview is limited. By adding filters within the Confluence space, we grat a broader (more specific) overview. I assume now, that for JSD user, in general filter and so on will not work as it is designed the way that everything should work via the portal?

Best,
Ben

Mike Bowen

Hi Ben,

Are these licensed users on the same instance? Or are they viewing everything via the Customer Portal.

When you say they can see the tickets via the portal, you mean customer portal view not Jira Service Desk view?

-Mike

Benjamin_Wettlaufer

Hi Mike, that might be actually the reason ... we used to work with these users in a normal Jira project. Now we established Jira Service Desk, added them to an organisation, within the JSD portal everything works fine but I can't share filter views in the connected Confluence space anymore. Which is a shame. Filtering within their "request board" works okay, but we can get very detailed of course with our own filter. So I guess, there is no way?

Best,
Ben

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

confluence

server

confluence-server