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Customer portal - View requests

Alexandros_dp9y47

Hello,

I have setup my customer portal for anyone to access and submit a request without needing to log in. However it seems like after submitting the ticket, customers can only reply to the ticket with email notifications and exchanges.

In order to view your previous requests in the customer portal you need to sign up and create an account.

Can this step be skipped so that no sign up is required to view and manage your requests in the portal?

Thanks!

Accepted answers

Joseph Chung Yin

@Alexandros -

Welcome to the community. Just to confirm that your customers are setup to create issues in your JSM projects via email only? and you don't want to them to use the portal UI?

If so, then the only way that they can interact with the issues are by email - Please see this article on configure it properly -

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

Without using the portal UI for your customers for issue management on their end is not recommended in my opinion, because it defeats the purpose of JSM. However, it will required them to create account and there is no other workaround for by-passing it.

What is your justification that you want to by-pass this requirement?

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Alexandros -

Welcome to the community. Just to confirm that your customers are setup to create issues in your JSM projects via email only? and you don't want to them to use the portal UI?

If so, then the only way that they can interact with the issues are by email - Please see this article on configure it properly -

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/

https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/

What is your justification that you want to by-pass this requirement?

Sorry.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Alexandros_dp9y47

Thanks for the prompt response @Joseph Chung Yin

To clarify, I would like my customers to use the portal UI in combination with email exchanges for their requests.

What I don't want is to make them sign up to review and manage their requests in the portal UI. So far my settings are leading to this workflow:

- Customers can access the portal UI without logging in

- Customers can submit a request through the portal UI

- Customers receive an email notification for their request

- Customers can either continue the exchange through email or click on the "View request" in the notification email to be directed to the portal UI.

- Customers need to sign up to view their previous requests and manage them in the portal UI.

My question is: Is there any way that customers don't need to sign up to review and manage their submitted requests in their portal UI?

Many thanks and sorry for any confusion.

Best, Alexandros

Joseph Chung Yin

@Alexandros -

Thanks for your update. By default it is not advisable on what you are trying to do, because you essentially loose the proper control with an OPEN access portal UI in my opinion. However, it is doable.

Take a look at the following reference KBs on how to set it up - It is something that you need to decide for your organization -

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-and-manage-portal-access/ (under the "Setup an open portal" section)

https://confluence.atlassian.com/servicemanagement/introducing-the-login-free-portal-for-jira-service-management-1155497450.html (pay special attention under the "Security advice")

Hope this helps. If my suggestion helped you, please click on Accept answer so others with similar asks will see this posting as an answered entry.

Best, Joseph

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