Customer X only has access to the customer portal, creates issues often.
Issues for the same customer are also logged by agents into the service desk. Customer X is assigned as the 'Reporter' in these issue.
Customer X needs to be able to view both the issues they have created in the customer portal as well as the issues created by service desk agents where 'Customer X' is assigned as the Reporter.
Essentially we need to be able to provide the client access to view all issues logged for their business without providing them to much access to JIRA or to JIRA Service Desk.
I have read other posts which mention JIRA is working on a solution for this. is this real?
It does not happen as you can't define any request Type for issues. SD works with Request Types!
As an admin you can create issue on behalf of customer through your(Admin) customer portal.
In Customer Portal name of the field is "Raise this request on behalf of" so you can select your customer there
You can automate setting the Customer Request Type as this needs to be specified for the issue to appear in the portal:
if you are a frequent Jira user, you would be inclined to use the create button. It is not possible to add the Request type to a normal create screen. If the request type is not filled in, the customer can never see the issue on the portal.
we now use the following work around:
Instead, when using Jira servicedesk, on your left hand side, next to queue, you have the option Raise a request. You will see a similar interface as your portal. This works well see picture marked in yellow.
I agree, if each of your customers have their own project, this is far from ideal. Alternatively, you can create the ticket first and then go the ticket you created and fill it in by clicking on it
takes 2 seconds extra, but it works and as soon as it's filled in your customer can see it on the portal. would looooove for atlassian to fix this though and add it to the normal screens to
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