JIRA Service Management - Queue Visible to Customers

Question

We use a JIRA Cloud service desk to allow engineering employees to request FEA Simulation on their designs. Most requestors are not JIRA users and only have access to the Customer Portal to view their requests. We would like to have a list visible to the Customers that shows open requests to give an idea of how many requests may be ahead of them in the queue.

Is there an easy way to do this without giving every requestor a JIRA license and permission to view the project + dashboards?

Thanks

Rina Nir · Answer

@Jamie Wilson

Sorry for the late reply, I just saw your ticket now.

If you use Confluence and your engineering employees have access to Confluence, then I'd suggest you check out this app: Jira Snapshots . It will allow you to show Jira ticket information in Confluence, to users who do not have access to Jira.

Disclosure: I am the product owner of the App (and RadBees' CEO) s I am biased. But, I have few customers who are using the app exactly for the same use case, and they are very satisfied with it (some have even reviewed it on the marketplace, so you can checkout their reviews).

Rina

Dirk Ronsmans · Answer

Automatically to all users isn't really possible, you will have to add them to the organisation.

You can have the ticket be auto shared tho. In the global settings (https://<yourhostname>.atlassian.net/jira/settings/products/jira-service-management-configuration

You can change this setting.

Otherwise if they are in an organisation, you can use an Automation to "edit the issue" and change the organisation field

Jamie Wilson_qq385c · Answer

Thanks!

Is there a way to automatically have all tickets shared with an organisation - so everyone can view all other requests? I had a quick look in the Project Automation but couldn't see anything obvious.