creating tasks using the "Create" button (JSM - Data Center)

Question

Hello,

We are investigating the possibility of using Jira Service Management in the Data Center version.

We have some question about creating tasks using the "Create" button?
1. can this be configured by user or by group?
2. customer as agent license, but should not see agent view in project, customer should not see agent.
3. can fields be hidden/shown depending on project/activity type.

Thanks in advance.

Aditya Verma · Answer

Hi @Morten Dieckmann-Keden

There are 2 views in JSM, Request form which customer see, and the issue view which agent see. You can customize these. More info available here.

Secondly, A customer should not have agent access. You are trying to configure something not suggested as per best practices. Please go through this document to understand roles in JSM.

Yes, you can configure different set of fields for different project/issue types. Please search and follow Atlassian documentation for this.

Thanks,

Aditya

Morten Dieckmann-Keden · Answer

Hello @Aditya Verma

Can you please provide some detail on the answers?

Regarding Question 1. : Can this be configured by user or by group?
By this I mean the following: When you click on the Create button, a window opens where you can create a new task. Here you can see different user defined fields. Is it possible that different users (with different permissions) in a project, a different representation of the user-defined fields are displayed?
Is it possible to set this in the system settings?
Can you help me with this question?

Regarding question 2: The customer has an agent license, but should not see the agent view in the project, the customer should not see the agent.

By this I mean the following: Is it possible that a customer has an agent license, but then the customer can not see the agent view in the project (for example can not see the whole queue). In addition, the customer should not see the agent of the ticket.

Regarding question 3: Can fields be shown or hidden depending on the project/task type?

Can you please describe how to do this?

Thank you very much in advance.

Aditya Verma · Answer

Hi @Morten Dieckmann-Keden ,

1. can this be configured by user or by group? - yes, you can add users in Customer section. Only these users will be able to raise tickets on your portal
2. customer as agent license, but should not see agent view in project, customer should not see agent. - Requirement not very clear to me, please elaborate a bit more.
3. can fields be hidden/shown depending on project/activity type.- yes, you can configure which fields to be visible/hidden to Customers. Agents can view/edit all fields.

Thanks,

Aditya