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External Customer Access to our Internal JSM / Filter on Domain & Allow them to edit only 1 field

Alyssa Humiston

Hi!

We have one JSM Project for multiple customers, designated by domain. One of our customers is requesting more access to their issues and we have tried multiple extensions that don't support what we need for the customer requests portal: showing certain fields in the Requests portal, export of those specific fields, modifying fields - the extension for modification is good but it doesnt allow certain fields to be edited, it is also very slow to load so the user doesnt know it's there unless we tell them to wait 6-8 seconds.

What is the best practice to get our customer access to just their issues in our board with other clients? The JSM requests portal doesn't do the job yet. Any help on being able to configure this is greatly appreciated!

Thanks,

Alyssa

Accepted answers

Robert DaSilva_a432as

Hi @Alyssa Humiston , welcome to the Community!

From what I understand of your post, you're looking to allow external customers visibility into the back-end views of their issues, such that they can see and modify most or all fields.

I'm curious as to why you need your customers modifying the issue data frequently.

As for solutions, you have a few options:

You can continue to test add-ons for JSM Cloud which surface custom fields to the customers via the Customer View.
You can grant customers an Agent license, and use Issue Security to limit which customers can view which issues. This, however, will cost license seats and may be an unexpected increase in your license costs.
You can switch to use JSM Forms instead of the standard portal options for capturing data from customers. Forms are more easily editable after issue creation, and will let your customers modify their responses at will. Form data, however, is not as easily searched via JQL, so if you need the ability to filter off this data, this might not be the best option.

If you have any more context as to why you need your customers editing their submissions frequently, there may be additional options available to help find a solution.

Hope that helps,

Robert

Alyssa Humiston

Thanks for the reply Robert!

Let me give you more context on the use case:

1. We have a custom field for our Help Center/JSM: "How urgently does this need to be fixed" field which is like Priority - but in the Requests view the customer cannot see this data. They see "Priority" field which is not used. We need this field data to show up in the requests view and the customer wants the ability to change it or they could add a comment and our internal agents could change it for them if that is more of a best practice.

2. Our customer is also asking for an export of the request view if it was able to show more fields. Today an internal user runs a report based on filters and cleans it up/sends it to them daily. I assume we need to use an extension for this based on what I read so far. Also, is there any way to schedule reports to be sent to an email distribution as an option?

The modifying of data would not be frequent. I think if we could solve showing the custom field in their requests view we created it would take away some of their paint points.

Thanks!

Alyssa

All comments

Robert DaSilva_a432as

Hi @Alyssa Humiston , welcome to the Community!

From what I understand of your post, you're looking to allow external customers visibility into the back-end views of their issues, such that they can see and modify most or all fields.

I'm curious as to why you need your customers modifying the issue data frequently.

As for solutions, you have a few options:

You can continue to test add-ons for JSM Cloud which surface custom fields to the customers via the Customer View.
You can grant customers an Agent license, and use Issue Security to limit which customers can view which issues. This, however, will cost license seats and may be an unexpected increase in your license costs.
You can switch to use JSM Forms instead of the standard portal options for capturing data from customers. Forms are more easily editable after issue creation, and will let your customers modify their responses at will. Form data, however, is not as easily searched via JQL, so if you need the ability to filter off this data, this might not be the best option.

If you have any more context as to why you need your customers editing their submissions frequently, there may be additional options available to help find a solution.

Hope that helps,

Robert

Alyssa Humiston

Thanks for the reply Robert!

Let me give you more context on the use case:

The modifying of data would not be frequent. I think if we could solve showing the custom field in their requests view we created it would take away some of their paint points.

Thanks!

Alyssa

Eduardo Anflor - MindPro

Hi, @Alyssa Humiston

Welcome to the community.

Sometimes, you do not need specific fields to share information with your customers or even give them internal access to Jira. In many cases, it is about how you share information with them. For example, imagine if you could build dashboards with custom gadgets that fit customer needs and share this information with them via the customer portal. It is not something you can do in Jira OOTB, but if you are open to trying a marketplace solution, I would recommend Mindpro Graphy. With this app, you can set up a dashboard and share it with specific customers: When they access the portal, they will see an option to view the dashboards you created for them:

Screenshot 2025-01-16 at 18.07.15.png

the customers can select between the dashboards you give them access to, and the information will be displayed interactively. For example, they can click on the chart segments to drill down into the data. The dashboards will be read-only for the customers only, and they will only be able to see the information you determine they can:

Screenshot 2025-01-16 at 18.07.55.png

I believe this could address your need, as per what you said in the post. This seems to give more power to the customers and make them closer to your support team.

I hope that helps.

Regards,

Eduardo.

Robert DaSilva_a432as

Hi @Alyssa Humiston ,

the additional context you've provided makes a lot of sense! I have accomplished part of this in the past, let me see if I can explain how I did this below.

---

It should be possible to address item 1 through a number of changes:

I would first recommend creating new "Self-Transition" ... transitions inside of the active workflow.
- I recommend 1 transition for each of the levels in the "How Urgent" custom field, where each of those transitions forces that custom field to a specific value.
- You'll want to make sure each of these new transitions is enabled for the customer view, there is a checkbox you can tick in the transition settings to display it in the Customer Portal.
- I would also suggest adding a "Condition" to each of the transitions, so that you cannot click it if the issue already has the urgency value in the same.
  - ie: You cannot click "Set to High" if the urgency is already set to High
I recommend getting an add-on such as "Extension for Jira Service Management" which allows you to display a custom field on the customer view. This app isn't the only one that will do this functionality, but I have used it before and it works well.

---

Regarding item 2, you may be able to accomplish through additional add-ons.

I have used Advanced Portal Reports in the past, and it works well.
This adds a new option in the user menu, which will display custom reports that can be exported by the customer.
It may require a bit of training to ensure they know how to get to the report, as it's a bit hidden, but the report itself is very powerful.

Hope this helps!

Robert

Robert DaSilva_a432as

Copy/Paste from below to summarize the additional conversation in a single thread:

From @Alyssa Humiston :

Thanks for the reply Robert!

Let me give you more context on the use case:

1. We have a custom field for our Help Center/JSM: "How urgently does this need to be fixed" field which is like Priority - but in the Requests view the customer cannot see this data. They see "Priority" field which is not used. We need this field data to show up in the requests view and the customer wants the ability to change it or they could add a comment and our internal agents could change it for them if that is more of a best practice.

2. Our customer is also asking for an export of the request view if it was able to show more fields. Today an internal user runs a report based on filters and cleans it up/sends it to them daily. I assume we need to use an extension for this based on what I read so far. Also, is there any way to schedule reports to be sent to an email distribution as an option?

The modifying of data would not be frequent. I think if we could solve showing the custom field in their requests view we created it would take away some of their paint points.

Thanks!

Alyssa

Hi @Alyssa Humiston ,

the additional context you've provided makes a lot of sense! I have accomplished part of this in the past, let me see if I can explain how I did this below.

---

It should be possible to address item 1 through a number of changes:

I would first recommend creating new "Self-Transition" ... transitions inside of the active workflow.
- I recommend 1 transition for each of the levels in the "How Urgent" custom field, where each of those transitions forces that custom field to a specific value.
- You'll want to make sure each of these new transitions is enabled for the customer view, there is a checkbox you can tick in the transition settings to display it in the Customer Portal.
- I would also suggest adding a "Condition" to each of the transitions, so that you cannot click it if the issue already has the urgency value in the same.
  - ie: You cannot click "Set to High" if the urgency is already set to High
I recommend getting an add-on such as "Extension for Jira Service Management" which allows you to display a custom field on the customer view. This app isn't the only one that will do this functionality, but I have used it before and it works well.

---

Regarding item 2, you may be able to accomplish through additional add-ons.

I have used Advanced Portal Reports in the past, and it works well.
This adds a new option in the user menu, which will display custom reports that can be exported by the customer.
It may require a bit of training to ensure they know how to get to the report, as it's a bit hidden, but the report itself is very powerful.

Hope this helps!

Robert

Alyssa Humiston

This helps, thanks Robert - I will try this and let you know how it goes!

Alyssa Humiston

Robert - we ended up testing out the Advanced Portal Reports extension and the clients are very happy with it! Thanks for the assistance.

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