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How can there be more ticket/issue visibility for customers?

Lauren_d9qm73

My team uses Jira as a ticketing system mostly and we have been receiving more and more requests for ticket visibility. I guess 'customers'/users who submit tickets can't always see all the details for their tickets, so they can't see attachments, the assignee working on their ticket, etc (basically just the summary and description of their ticket).

However, they can add comments to their tickets.

I would like to know if this means we would need more 'Jira Software' for users or if it's a matter of adjusting the settings?

Any suggestions and help on this matter is greatly appreciated

Thanks!

Accepted answers

Victor Mutambuki

Lauren,

It isn't a good idea to show customers who the assignee is. Some fields can be added to the request type and given a preset value, but you cannot make them visible on the customer portal:

Linked issues
Any fields that are defined by other JIRA applications
Group, project, and version picker custom fields
Assignee

Secondly, for customers to see attachments, do you've the field visible/available to them?

Victor

All comments

Victor Mutambuki

Lauren,

It isn't a good idea to show customers who the assignee is. Some fields can be added to the request type and given a preset value, but you cannot make them visible on the customer portal:

Linked issues
Any fields that are defined by other JIRA applications
Group, project, and version picker custom fields
Assignee

Secondly, for customers to see attachments, do you've the field visible/available to them?

Victor

Lauren_d9qm73

Thank you for the feedback!

Where would I check that setting to see if it's visible to them?

I know they're able to add screenshots, but they can't view screenshots/attachments that the assignee/agent would add to the ticket. Hope that makes sense.