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Add issue type from another project to portal

Robert Forster_qtkt2h

Hi we have been asked if the below is possible?

We have our primary Jira cloud project called "SD project" which is used company wide. Its a company managed project and is a Jira Service Management Project Type.

We have been asked if its possible that we can add requests from another project called "Operations Transformation" which is a team-managed project which is a software project type on to SD project portal?

Is this possible and if so what steps would I need to take?

Would I need to migrate the team-managed project to the company managed project to begin with and then add the scheme to the SD project?

Apologies we have little training and I am looking for some help if possible.

Thanks!

Accepted answers

Trudy P Claspill

Hello @Robert Forster

Welcome to the Atlassian community.

The short answer to your first question is No.

Only request types in Service Management Projects can be seen in the Service Management Customer Portal.

Each Service Management project that is accessible through the Customer Portal will have its own separate screen listing its request types. You cannot combine the types from different projects into one list in the customer portal.

What is the problem you are trying to solve by adding issue types from a Software project to your Service Management Customer Portal?

If you want customers to be able to interact with a project through the Customer Portal the project must be a Service Management project.

What problem are you trying to solve by combining the Operations Transformation project with the SD project? Is there a reason for this other than trying to make the Operations Transformation project issues visible in the Customer Portal?

All comments

Trudy P Claspill

Hello @Robert Forster

Welcome to the Atlassian community.

The short answer to your first question is No.

Only request types in Service Management Projects can be seen in the Service Management Customer Portal.

What is the problem you are trying to solve by adding issue types from a Software project to your Service Management Customer Portal?

If you want customers to be able to interact with a project through the Customer Portal the project must be a Service Management project.

Robert Forster_qtkt2h

Hi @Trudy P Claspill - thanks for taking the time for responding its appreciated. We are not trying to resolve a problem as such. Its a service request that has been raised by one of our teams - They have asked if we can make the Operations Transformation project issues visible in the Customer Portal. This will be for staff who dont have a full Jira license and can only use the front end of Jira.

Trudy P Claspill

Thank you for that additional information.

So the requirement you are trying to address is "make issue data visible to unlicensed users."

As I said, only Service Management projects are visible in the customer portal. There is no toggle for changing a project type, so you would have to create a new Service Management project, or use the existing project with perhaps a new request type.

Optionally you could Move the existing issues into that project to make them visible. Or you could wrap up the work in the original project and put only new work in the Service Management project.Moving issues between projects can result in data loss. If you go that route create some issues just for testing to see how the move would impact the issues.

Hopefully you have already considered the limitations on what customers can see in the portal, and the impact that would have. The staff needing to see the issues:

Would see only the issues shared with them or the Organization to which they belong
Would have access to see only limited data in the issue, not the same complete issue view available to licensed users.

With those constraints would the requirement be met by putting the issues into a Service Management project?

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