How can we let customers see related issues that have been reported?

Question

Problem

We use Jira Service Management for handling support issues, bugs, and overall requests within our organization, often sourced from other reporting software. However, because of how Jira regards these users as "customers", they are not able to see existing in-progress tickets for a related issue, nor can they access issues their teammates have submitted unless they have been added as a participant.

This harms the visibility principle for work management and requires a lot of extra communication on the side of the agents and product managers.

Solution

As a work-around, I've set up an automation to automatically include certain users as "Request Participants" to tickets. However, this does not feel scalable. So, we're looking for a way to better leverage support ticketing that focuses on visibility of what has already been reported, similar to how Atlassian itself handles community issues.

Thanks for your ideas!

Kelly Miller_otg9di · Answer

Thanks so much! I'll be trying this out.

Mark Segall · Answer

Hi @Kelly Miller

Correct that this is an open suggestion https://jira.atlassian.com/browse/JSDCLOUD-4636

One option is to have a rule provide a table of linked issues in a comment.  Here's one that I set up that is triggered manually, but you could easily adjust it to be triggered on link creation, execute on a schedule, etc.

Here's what I have in the comment:

This request is currently blocked by the following issues:

||Key||Summary||Status||
{{#lookupIssues}}
|{{key}}|{{summary}}|{{status.name}}|
{{/}}

Hope this helps