Boyan Angelov (Nemetschek Bulgaria) Expert

Hello Amin, I understand your points here, but we cannot give the customers full access to the tickets through the addon, as this is controlled by Jira Service Desk internally. All we can do is show the information for the tickets in the additional report we create. I am sorry if that is not enough for you. I have no idea…

Hello, Do you need these fields visible in the Requests view in the Customer portal of Jira Service Desk?

Hello Amin, Apart from Organizations and Sharing, there is no other native way to allow customers to see other customers tickets. So you will need an app if you cannot use one of those. Luckily an app will also give you other benefits you might use if you need them, so it might justify the price ;) Cheers, Boyan

Hello, You will need an app for that, like the one we created - Advanced Portal Reports. Cheers, Boyan

Hello, This is not available with the standard functionality. We have made an addon - Advanced Portal Reports - which enables you to show much more information to customer. Currently we are adding the time tracking information to be also available. Best regards, Boyan

Hello, This is possible only with addons, you can try the one we created - Advanced Portal Reports. It allows you to show many custom fields to the portal customers, also to sort and rearrange columns, export to CSV, etc. Best regards, Boyan

Unfortunately not for now, you can ask the vendor if they plan to have it for Cloud.

Have a look at the app Chat for Jira Service Desk on the marketplace. Cheers, Boyan

Hello, The portal does not support that out of the box. To show additional information to the customer, you would need an app, like the one we created - Advanced Portal Reports . Feel free to try it, it allows you to show many standard and custom fields to the customer, allows the customer to sort or rearrange the columns,…

Use Calendars for different times. Try Organizations for filtering issues for specific customers if you have more than one person raising ticket by customer. 

BTW, our addon also can show the SLAs in the requests.

Hello, The customer can search, but they need to enter the full reference key, not just the number. E.g. if the request reference is "DEMO-15", if they search for "15" it will not find it, but if they search for "DEMO-15" it will. This is just how JQL works. Cheer, Boyan

 Hello, Unfortunately out-of-the-box you cannot change what is shown in the Requests page. You will need an app for that, you can check out the one we created - Advanced Portal Reports . It can show and issue field, also would allow the customer to sort, rearrange columns, export to CSV, etc. Best regards, Boyan

Hello, The app we created is called "Advanced Portal Reports", feel free to test it and send us feedback if it works for you. Best regards, Boyan

Hi there, Currently you cannot expose the service desk project reports to the customers on the portal. We are currently adding this option to our app Advanced Portal Reports. You can check it out, it can also show to customers a lot of additional information for their tickets. Best regards, Boyan

Hello, Unfortunately Jira Service Desk portal Requests view is quite limited, so you can check out our app - Advanced Portal Reports, it might help. Cheers, Boyan

No such functionality. We are currently adding this possibility to our app - Advanced portal reports. 

Hello, We have created an addon for that - Advanced Portal Reports. You can try it and see if it fits your needs. Cheers, Boyan

Hello, When you setup your requests for the Portal, you can select which fields to be shown when request is created. After the request is created, if the customer opens it he will see some fields values, comments, etc., but you cannot change that. You can also not change what the users see on "My Requests" page. There are…

Hi Sarmad, Can you be more specific what the user should see or be hidden after the request is created? Do you want to customize the issue view to show or hide fields, or the "My Requests" report page? Cheers, Boyan

Hello, Out of the box the customers cannot see the value of the Resolution field. It is possible with the Cloud app that we created - Advanced Portal Reports. Best regards, Boyan

Hello Abbi, Out-of-the-box customers cannot see SLA times. There are some apps helping with that, depending on which deployment you use - Server or Cloud. For Server we have created an app called Advanced Portal Reports, which shows SLA times for the customer issues and also allows customers to export to CSV, among the…

Hello Qian, This is exactly how Jira Service Desk works. When you add people to your Customer Portal only, by inviting them through the Add Customer function on the project Customers screen, they will only have access to the portal and they will only see their own tickets, unless they are part of Organization. They will…

Hi, As far as I know there is no real difference, it's just the manual steps that you will have to go through. Cheers, Boyan

The one we made - Advanced Portal Reports - can do that. Cheers, Boyan

I see, this is the issue view screen, not the list of issues. I believe there are addons, that can add the assignee to this screen as well. Best regards, Boyan

Hello, This is exactly what our addon can do - it will show the customer the list of his issues, where the responsible (e.g. assignee) can also be shown. In the standard list this is not possible.

Hello, The question is where on the screen? On the customer portal it can be either when the customer opens the issue or when the customer opens the list of his issues. Or am I missing something?

Hello, What do you mean by that? Do you want the agent to appear when the customer opens the issue on the portal? I believe there are addons that can do that as well. Our addon will show to the customer all his issues, with the agents assigned to each of them (more like a report), and not only the assignees, but all custom…

Hello, If you want the assignee to be visible to the customer, you will need an addon. You can try the one we created - Advanced Portal Reports. Best regards, Boyan