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Most scalable way to have many external clients in JIRA

Ben Weisman

Hello,

What's the most scalable solution to having 20-30 external clients have access to one JIRA system? They can't be allowed to see other clients' tickets and the # of clients in the system will grow over time. But they need access to the system to be able to collaborate on their tickets with us in a holistic fashion,

Thanks.

Accepted answers

Dirk Ronsmans

Hey @Ben Weisman

You posted this in the JSM section so I'm guessing your clients will be external users that work thru the portal? Or do you require them to have access to specific Incidents/Requests/Changes?

If it's the portal then they won't see each other tickets by default. You can group the client's users in organisations so they can share their tickets amongst themselves but not outside their own organisation.

what they will be able to do on those tickets will be very limited tho, a couple of state transitions and comments.

If they need the full blown experience they will all need an agent license and you can limit their view using "issue level security" which can be set dynamically based on a field value.

Could you maybe elaborate a bit on your use case on what type of project they would be working in, what type of tickets and what kind of work your clients would do in your system?

All comments

Dirk Ronsmans

Hey @Ben Weisman

You posted this in the JSM section so I'm guessing your clients will be external users that work thru the portal? Or do you require them to have access to specific Incidents/Requests/Changes?

what they will be able to do on those tickets will be very limited tho, a couple of state transitions and comments.

If they need the full blown experience they will all need an agent license and you can limit their view using "issue level security" which can be set dynamically based on a field value.

Could you maybe elaborate a bit on your use case on what type of project they would be working in, what type of tickets and what kind of work your clients would do in your system?

Ben Weisman

@Dirk Ronsmans Thanks for your reply. I think they will need more access than just a external portal. So let's assume they're more like "internal" users. What would be my best option?

Ben Weisman

Hey @Dirk Ronsmans just following up!

Dirk Ronsmans

@Ben Weisman ,

Well you got a few options here.

If they really need full JSM type of access (being assignee, seeing SLA's, being able to transition issue,..) I fear you'll have to provide them with an Agent license.
You could duplicate their tickets to a Jira Work Management or Jira Software project, they'd still need a license but it's a cheaper one and have them work on that with some Automations to sync data back and forth?

Like I said it all depends on what access they need. I'd start with really categorizing what they need to be able to do. As a client on a JSM project the portal should be enough to do some simple transitions/provide feedback and possibly with the help of some addons provide more insight in to their tickets (I'm thinking something to show SLA's on the portal and/or some reporting app)

If they really need to work on the tickets I'm afraid you are pretty much stuck on getting them a JSM license but that would explode your subscription bill fairly quickly as well as adding the risk of exposing your internal/other customer data to clients.

So before jumping in to anything my advice would to:

Find out what they really need to be able to do (and if it is more than the portal if there is another way to do it)
Start of with a small feature set, it's always easier/better to give them more over time than to take things away.

Ivan Garcia _Appfire_

Hi @Ben Weisman

I also consider that the portal should be a good option for simple transitions and providing feedback. Combining it with our addon Dashboard Hub for Jira could satisfy your needs, allowing you to share dashboards with each customer directly on the Customer Portal. This way, you can effectively and easily reports on SLAs.

You can see an example of a shared dashboard or learn more about this feature here.

Copy of Copy of New demo (2).png

Other features include +70 gadgets, pre-defined templates, external share, custom charts, different chart types, and more.

Hope it helps

Iván García, Product Marketing Manager

Ben Weisman

Thank you @Dirk Ronsmans ! Last question I promise. I can't seem to find where i can dynamically set the security level based on field value?

Dirk Ronsmans

Setting the level is either by setting it as the default level, manually or thru automation.

It is within that level that you say ‘who can see issues with this level’ and that who can be a group picker field (which can be different for each ticket with the same level)

Hope that makes sense

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