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Can I create a portal for a Jira Software Project?

Bassel.Kharwat

Hello, appreciate any assistance here.

I'm with a growing organization. We utilize a Jira Service Project as a ticketing triage if you will, in which help desk filters and moves tickets to a separate Project (software project) where all our tickets are managed and addressed, going back 6+ years. I'm tasked with moving our ticketing system away from email submissions to portal/form/field submission to better regulate information required for whatever type of tickets I create.

My problem is that it looks like I cannot create a portal for our software project, where I need it. And what I created for our JSM doesn't have the functionality to move tickets across projects. The closest is to delete and duplicate the ticket, delete from JSM, and duplicate into the software project.

Appreciate any thoughts on if I am misinformed, or if there is a better way to navigate this.

Accepted answers

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Ravi Sagar _Sparxsys_

@Bassel.Kharwat

Portal only comes with a JSM project. Maybe you need to access your setup again - I am didn't get why you can't use JSM project? It already comes with a portal.

Maybe you want to expose the internal Jira Software issues? or you want customers to raise tickets/issues directly in a Jira Software project?

Ravi

Bassel.Kharwat

Hi Ravi, we want customers to raise tickets directly into this specific Jira Software project. It's where our technology team addresses all current issues, and is organized in a way that suits us. I'm not saying that cannot all be done in the JSM project, however, as I mentioned we have 6+ years of history within the software project, so would have liked to continue working in that project - just with a Portal.

Aaron Pavez _ServiceRocket_

Hi @Bassel.Kharwat

Sadly thats not possible. There is a plugin that can help with that:

https://marketplace.atlassian.com/apps/1212531/customer-case-jira-support-feedback?hosting=cloud&tab=overview

regards

Sarp Egemen

Hi @Bassel.Kharwat
I think there could be different approaches.

You might try using issue collectors instead of JSM. Here is a helpful article about issue collectors: https://community.atlassian.com/t5/Jira-articles/Issue-Collector/ba-p/1589467
They are essentially embeddable form code snippets that you can place on a webpage to allow users to create issues to your software board.

Another approach is to have two separate instances: one for Jira (formerly known as Jira Software) and another for JSM. It is not considered best practice for the development team to interact directly with user-raised support tickets. A better approach is to first structure user feedback in JSM. Then, based on the user requests, create new issues in the related Jira Software project. You can also link the two issues as related issues.

Here is a good article about how Jira and JSM can coexist in a symbiotic relationship:
https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/jira-service-management-and-jira#overview

Bassel.Kharwat

Thank you @Sarp Egemen !

I looked into Issue Collectors, unfortunately doesn't suit our needs at this time.

We currently are operating in the approach you described. Just moreso looking to automate it, while utilizing the Forms. The snag is that I have not been able to automate the transition of a ticket from JSM to Jira. Currently as help desk, I use JSM as a triage to then manually move tickets into Jira for our devs to work through.

Will look into site you shared, appreciate the help!

Olha Yevdokymova_SaaSJet

Hello @Bassel.Kharwat

This isn’t possible natively, but you can achieve it with add-ons. One such add-on is Smart Forms for Jira, which allows you to create issues based on form submissions and map form fields directly to your Jira issue fields, similar to JSM functionality. You can also autofill form fields with existing data from Jira.

For example, if you have a project that requires setting the “Priority” field with options like Medium, High, or Low, you don’t need to type these options manually. Simply connect your form field to the relevant Jira issue field.

You can place the form anywhere—embed it on a website or Confluence, share it via link, or even generate a QR code for external sharing. Non-Jira users can submit forms, or you can restrict access to logged-in users within choosed organization.

If you also need SLA tracking, my team also developed add-on SLA Time and Report for Jira.

Recently we started selling three of our add-ons as a all-in-one special solution for Customer Service in Jira.
I write an article about how to create customer service in Jira Software. Also there is info about it on dedicated website page.

Please let me know if you have additional questions or feel free to book a demo

Olha Yevdokymova_SaaSJet

@Bassel.Kharwat This article may have some answer to your questions as well, but yes, it is not possible to just move the tickets and use JSM as a ticketing system.

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