Can "View customer request" link from Jira application also be visible to Software users?

Question

Hello,

We'd like the "View-customer request"-link, visible in customer portal issues in the Jira application under the section "Service project request".

This link is displayed only for "Service managers". However, we see a value for also "Software managers" to see that link. Currently they don't.

Can it be configured that this section "Service project request", is kept for all Jira application users, having access to the customer portal project that is.

Best Regards

Peter

Fernando Eugênio da Silva · Answer

@Peter Strömberg

For Jira Software-only users to see this internal link, you would need to release the Jira Service Management license for them as well and add them to the project.

If that doesn't happen, the only way these users can make comments on this type of ticket is if it is the "Reporter" or a user with whom the reporter shared the ticket through the customer portal, then he could see the ticket directly there and do comments as a customer.

Without this link they wouldn't easily find it internally through Jira because they wouldn't be allowed to view this gadget that sends it straight to the customer portal.

They would really need to follow up on their inbox and open the link or they can open the customer portal as normal and click "All requests";

Then use the request filters feature to find the desired ticket:

I hope this helps.

Let me know if you have other questions.

Regards,

Fernando

Peter Strömberg · Answer

Hi @Fernando Eugênio da Silva ,

Thanks for your reply.

So there is no way for Software management users to have this link when viewing the ticket inside of the Jira application, even if they are added as participant?

You see. It would be a strength to have this link visible to all internal users, also Software management. Because then they can easily add internal comments for internal discussions, and quickly click on that link to post a reply to the customer through the customer portal.

Without that link, Service managers (participants without Service desk license) would need to go either to their e-mail, to find that link directly to the customer portal ticket.

OR... how can they easily find a direct link to the customer ticket through the internal Jira application?

Thanks .

Best Regards

Peter

Fernando Eugênio da Silva · Answer

@Peter Strömberg , welcome!

The ability to view issues through the customer portal as per the screen you showed is only available to Jira Service Desk users accessing the issue.

In addition to the reporter, others can only see this request through the customer portal if they meet one of the following requirements:

1) It is a person with whom the reporter shared the ticket, so you can also see it directly through the portal through a direct link. For this case, no need to consume license

2) is a licensed Jira Service Desk user who has access to the project, so you can view the ticket through the portal by clicking exactly on this button on your print.

Users who only license Jira Software cannot see this internally. But they can follow the ticket through the customer portal if they are added by the reporter, using the "share ticket" feature.

I hope this helps.