Track Customer portal

Question

Hi Team,

I have created a Project in Jira Service Management for Approval process.

Now Once it completed to "Done". We created a Automation rule to create a new issue in Another project which is Work Management.

But Customers aren't unable to see or track there status after it completed to Done in JSM.

Is there any options whereas customers are able to see the transition status as mail to customers.

Kris Dewachter · Answer

Hi @Santhoshraj Selvaraj ,

It depends on how simple or complex you want to make this.

To make it simple ... let's say you automatically created a JWM ticket with an automation rule, and you linked both ticket with a 'implements' relation.

In JWM you can create an automation rule that is triggered whenever a ticket is transitioned. The automation rule will retrieve the linked tickets with type "implements", and puts a public comment on those tickets.

Br,

Kris

Santhoshraj Selvaraj · Answer

That would be very helpful for me if they be able to see that.

Could you please help me in that automation structure how to process and set it up ? @Kris Dewachter

Kris Dewachter · Answer

Hi @Santhoshraj Selvaraj ,

It's not possible for customers to see issues from non JSM project in the portal.

So unless they have a JWM license, they won't be able to see those issues.

You could maybe create an automation rule in the JWM project that adds a public comment to the JSM ticket, each time the status of the JWM ticket is updated.

Best regards,

Kris