share monitoring icidents with customers

Roman_Szabados

Dear All,

I am kind of unable to think of a clever way how to integrate our automatic monitoring tickets with Jira Service Desk.

Objective: <Monitoring Tool> should create new Issues within Jira SD visible for the customer users.

 

My current thinking is:

1) Create an "monitoring" user in each customer group
2) Create an issue via the JSON API and set reporter to be that monitoring user (based on a custom Tag in the Monitoring tool)

 

This setup would probably work, but it seems to be an workaround. How do you manage visibility of automated monitoring tickets to your customers? Is there a better way?

I would like to skip the multiple-monitoring-users thing as it adds unwanted complexity... So my goal would be to use one user for the API calls and make the Issue visible to the whole customer group without changing the reporter. Is there a way?

Thank you very much!

Qu3ntin

Hi,

I am curious of the content of your monitoring tickets. If you can explain it quickly, it would be great.

 

For your problem of sharing a issue with customer using API, you could try the following solution:

• Edit the organisation field with the target organization
• Edit the reporter field with a custom user or just a specific agent

Even if the reporter is not in the organization, if the field organization is filled, every customer in this organization will see the issue.