Customer portal ticket options

Peter Grainger

We currently use service desk management for logging tickets and they all have serial numbers, is there a way for our customers logging tickets through the customer portal to enter the serial number on the ticket and it will display a history of previous issues for that match that same serial number? I assume if there is a way for this to be done, it can be done for other fields on the request form?

Also is there another way for help/knowledge articles to be displayed based on information they input fields that are being entered on the ticket? Just like when asking a question here on the community? Basically we are trying to see if it's possible to get the information to pop up on the screen, they may get the answer they need and not have to log a ticket at all. 

Any help or suggestions would be greatly appreciated!

Aleksandra Bosacka _Deviniti_

Hi @Peter Grainger 

I think that the use case you described can be accomplished with Automation. Here, you could configure a rule which will look up similar issues and link them to the main ticket. Next, with the help of our app - Extension for JSM, you could display a preview of all linked issues on the Customer portal.

So, to start with, you could write the automation rule as follows:

• When: Issue created
• Branch: For JQL
  
  It will find similar issues raised by the same customer that relate to the same serial number. Please find an exemplary JQL below: 
  

  reporter = {{issue.reporter}} AND assignee = {{issue.assignee}}

  
  ℹ️ Remember that you would need to replace the assignee with your customfield (the one where the serial number is stored).
  
  
  • For that branch:
  • Action: Link issue to trigger issue

The above rule will find all related issues and automatically link them to the source ticket. At this stage, you could use the Display Related Issues feature from Extension app to display a preview of the tickets on the Customer portal.

I hope you will find the suggested approach useful. I encourage you to give it a try on a test instance to see if it meets your requirements.

Feel free to reach me in case of any additional questions. I will be happy to help!

Cheers,
Aleksandra