Jira for Customer Support in different groups

Kai Nehm

We'd like to expand our use of Jira from internal projects to external customer support without pushing up the usercount that much.

It seems as if the anonymous access could handle this, without exposing all issues to public.

So there are some questions left.

1. Is it possible to raise an issue and send it to a "reporter"?
   (raise an issue for him)
2. Is it possible to have several "groups" of anonymous users
   (which can see all tickets from a specific group)
3. What about the same setting for Confluence?

Our goal is to have an account for each team member with access to JIRA and confluence, and provide support to several B2B customers, where every customer has several users.

Adding each user to our usercount is not an option as many of those raise one issue a year.

Nic Brough -Adaptavist-

1. Yes, enable the "modify reporter" permission for your internal users, and make sure the field is on the "create" screen. However, you do need to have an account for each user (you could make these dummy accounts - cannot log in, and hence will not use a licence. They'll have to rely on anonymous access to see your issues though). Or you could implement a "customer" select field and hang some reporting off that.

2. No. This is not a flaw in Jira, it's flawed logic. To use a group of objects, you need some way to select how they go in that group. That means you need to know something about the object, and if an object is anonymous, you can't possibly do that. If you don't know who someone is, you can't group them.

3. Confluence has a slightly different access model, but the same basic principles - you can make spaces accessible anonymously.