Best Way to Review Service Desk issues in Confluence for both Client and Agent visibility

Question

We have JQL reports for service desk ticket reviews in confluence pages,  but they they are only visible to Agents and not clients.  Agents frequently do reviews with clients and it would be very valuable for both to have the same full visibility with the flexibility of custom reports and fields using JQL.      Is there any way to give the clients interactive visibility to these reports without giving them full user licenses?   We find that using the Service Desk portal is just WAY to restrictive and is not very useful for these reviews.  Any good work arounds?

Tomislav Tobijas · Answer

To quickly chime in here, we have a similar request that is more oriented toward the customer portal than Confluence, but it falls into the same boat as this requirement. It's not a high priority on our end, but we will explore some additional potential solutions relatively soon.

Anyway, on top of what Trudy said, there are these two (again, related to JSM portal rather than Confluence, but if one is implemented, it should 'affect' the other application):

* JSDCLOUD-2736: Reports in the Customer Portal 
* JSDCLOUD-1536: Ability to share the JIRA Dashboard(read only) to a defined list of customers.

📊 Also, some customers do use Power BI for heavy reporting, and I've managed to embed those reports in the portal and in Confluence pages by using iFrame macro, but we're also exploring on creating some custom display panels with Forge, but that's something we will potentially try to build in the next quarter.

Apart from that and by using some third-party/Marketplace apps, I don't think you'll be able to get this displayed within Confluence 🫤

Cheers,
Tobi

Trudy P Claspill · Answer

Hello @Mark W_ McColgan

The Jira macros in Confluence are based on the user logged into Confluence having licensed access (agent or user/collaborator) to the referenced Jira instance. There is not currently a Jira macro available in Confluence to authenticate as a customer to the referenced Jira instance.

Jira/JSM also does not currently have the concept of a Guest user.

So, the only native options are to give the Customers licensed access as an internal agent/collaborator, or to make the Space accessible anonymously. And I am not positive that the latter would work since the customers do authenticate as customers to Jira. It may not allow them to see the information anonymously.

The following change request partially matches what you desire. You can add your vote to it.

https://jira.atlassian.com/browse/JSDCLOUD-9044

There are also third party apps available that you could leverage to allow secure access to tickets outside of the Jira UI. Are you open to considering a third party app?