How Can I Create A Ticket In Jira That Writes Back to the Portal

Chada D Majette

Hello!

I am a relatively new Jira Service Desk admin and I am testing out new features before we roll out the service desk to my IT team and I have one question that has me stuck.

We are going to implement the portal for end users to create tickets that write back to Jira Service Desk.  The end user will be able to track the ticket's life cycle, they will also be able to communicate with the ticket's assignee via the ticket.  However, I need assistance with creating tickets in Jira Service Desk that will write back to the customer's portal so they can track the life cycle of the ticket.

To break it down...

I have the following path:

Ticket Created via Online Portal -> Jira Service Desk

I need to know how to create the following path:

Ticket Created via Jira Service Desk -> Online Portal

Petter Gonçalves

Hello Chada,

To allow a ticket to be accessed by a customer on the customer portal when created on Service Desk, you must configure the following steps:

1 - Ask your Agents to always add the customer as the reporter of the issue when creating it from the Service Desk.

To allow the user to access a ticket, he must be added as the report or at least be on the same organization that the reporter is.

 

2 - Configure an automation rule that will add the correct request type when the issue is created on Service Desk, based on the issue type of the ticket.

Basically, a request type is a field that allows the customer to access the ticket from the portal and is mapped to the Issue type of the ticket.

To do it, you can follow the steps below:

- Navigate to your projects > Project Settings > Request types and check what Issue Types they are mapped to

- In the same Project Settings page, navigate to Automation and configure the following rule  for each one of your Request Types, changing its values as you need:

 

3 - Notify the customer that a ticket was created on his name.

This is not required, however, I believe it should be done so the customer can be aware of the ticket creation. To do it, create the following Automation Rule:

Please, let me know if it works for you.