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:
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
We're bringing product updates and pro tips on teamwork to ten cities around the world.Save your spot