How can my customers clone an oft-used issue in the JSD Customer Portal?

We have a number of Customer users that submit very similar tickets to our service desk each week and would like to be able to clone a previously submitted ticket as a base for the next ticket. However, we need to keep them in the Customer Portal interface and avoid exposing JIRA proper (for licensing and other reasons).

The only workaround I can muster is building a separate request type with pre-populated fields for this repeated task, but this is suboptimal; we'd like a more user-agnostic solution.

Is there a way to do this? Thanks!

Zans

PS: We are at 1.2.7, but looking to up to 2.0 in the coming months...

3 answers

1 vote
Boris Berenberg Community Champion Oct 06, 2014

No there is currently no way to do this. Your workaround is actually exactly the same thing I would have recommended. I checked in https://jira.atlassian.com/ and there are no current suggestions around this topic. I encourage you to file one.

We have the very same problem, was a suggestion ever created? I am not finding anything in the JSDSERVER project.

I have this use-case as well, and have just created the suggestion here: https://jira.atlassian.com/browse/JSDSERVER-5948

We also have users requesting this as a feature.

For example, we run many web stores, the external customer will request a large ammount of items changed which we required a ticket for internally.  Our CSRs take the request from the customer, submit an issue into jira for the items.  

Since users don't have access to upload spreadsheets to bulk create issues themselves we're looking at going down this route but I'd rather not need to require such low level end users to create spreadsheets to submit bulk issues for importing.

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Aug 06, 2018 in Jira Service Desk

A is for Activate: Share your top Jira Service Desk onboarding tips for new users!

Hi, everyone! Molly here from the Jira Service Desk Product Marketing Team :).  In the spirit of this month's  august-challenge, we're sourcing stories of Jira Service Desk activation fro...

1,120 views 32 19
Join discussion

Atlassian User Groups

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!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you