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How do I update the support ticket screen seen by stakeholders?

Anthony Morris_m6a2bh

I have stakeholders that will submit a ticket through the service desk for a bug/issue with the app. Once submitted I have an automation set to run that creates a bug ticket and places it in the backlog for the project in Jira software and links both tickets.

I want to have that project ticket linked and visible on the service desk for the stakeholders. In the screenshot that I've provided, you can see this is the ticket as viewed by the person that submitted the bug. I want to edit this screen and have the linked issue that was created in the automation visible on this screen so they can see the associated project ticket.

Screenshot 2021-10-15 111048.png

Accepted answers

All comments

Joseph Chung Yin

@Anthony Morris -

Welcome to the community. In JSM, I am not aware of there is any setup available to expose the linked issue (i.e. BUG issues created in your Jira Software projects) out of the box. Maybe there are 3rd parties add-ons can give you what you wanted.

The best way right now will be for Agents that handle the original issues to include the link of your bug issue in his/her public comments, or you can use your automation setup to do the public commenting with the bug issue links.

The comments will always be listed in the issue view via the Portal UI.

Lastly, you also need to ensure that your stakeholders are licensed to access your Jira Software application and the projects in question. By default, your JSM customers are free to access your JSM portal and typically don't have access to your Jira Software application/projects.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Anthony Morris_m6a2bh

Joeseph, Thanks for the quick reply. I'll take a look at the 3rd party solutions out there and see if there is something around that. I think the commenting idea utilizing the automation step would be a way to go with it. And I'm not really sure we are going to give the stakeholders the ability to see the ticket in Jira Software. I really just want them to be aware of it.

Thanks again.

Joseph Chung Yin

Yes, if you just want them to know a ticket has been created in your Jira Software project, then there is no need for access.

For cost saving, I would recommend going with the commenting route. If my recommendation helped you on this ask, please click on Accept answer when you have a chance.

Best, Joseph

Maura Swart

Anthony,

You could setup an automation rule that is triggered by an issue being linked. The automation rule could send a comment to the customer and/or you could set a custom field that contains the key of the linked issue and this field could be shown in the customer portal.

Best regards,

Maura

Anthony Morris_m6a2bh

Thanks, Maura

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