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Can you add external users (customers) to user Groups in Jira, to add to Filter Subscriptions

Angie Thompson

We have recently migrated from ServiceNow to Jira. In ServiceNow, we had daily/weekly/monthly reports set up for our customers for ticket and request stats. I am trying to create something similar in Jira. I have set up the Filters, but I cannot seem to add the customers to user groups to add to the Subscription, I can only add internal Jira users.

Any help would be appreciated.

Accepted answers

Trudy P Claspill

Hello @Angie Thompson

At this time only licensed Users (not Customers) can be added to the user groups and made recipients of filter subscriptions.

I don't work a lot with Service Management, but my impression is that there is not a lot of built in reporting options for sharing data with customers. You may need to look at third party apps to fulfill your needs.

https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=customer%20reports

Joseph Chung Yin

@Angie Thompson -

I also agreed of what @Trudy P Claspill stated. Only licensed users can be included in groups for filter subscriptions.

For now JSM customers will need to just access the portal UI.

Here is a possible add-on that you can review - https://marketplace.atlassian.com/apps/1217341/charts-and-reports-for-jira-service-management?hosting=cloud&tab=overview

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

All comments

Trudy P Claspill

Hello @Angie Thompson

At this time only licensed Users (not Customers) can be added to the user groups and made recipients of filter subscriptions.

https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=customer%20reports

Joseph Chung Yin

@Angie Thompson -

I also agreed of what @Trudy P Claspill stated. Only licensed users can be included in groups for filter subscriptions.

For now JSM customers will need to just access the portal UI.

Here is a possible add-on that you can review - https://marketplace.atlassian.com/apps/1217341/charts-and-reports-for-jira-service-management?hosting=cloud&tab=overview

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Angie Thompson

Thank you

Trudy P Claspill

Hello Angie,

If you question was adequately answered by my response, please consider marking the Answer as Accepted to help other users find posts that include validated answers.

Joseph Chung Yin

@Angie Thompson -

If you also find my suggestion helped you. Please remember to click on Accept answer when you have a chance, so others with similar question will see this posting as an answered question based on Trudy and my suggesetions.

Best, Joseph

Joseph Chung Yin

I agreed with Trudy's follow-up statement.

Best, Joseph

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