How to allow a JIRA service desk customer to view linked issue on KANBAN board

[Marc Malan]

We are busy designing a JIRA service desk which will be available for users in an active directory. Not all users in the active directory have got JIRA Software licenses. 

When a ticket in the Service Desk can not be resolved by a Service Desk agent, they will create a linked issue to the JIRA Software Project's KANBAN board. 

We need to allow the service desk customer to view and receive updates/comments on the KANBAN board issue. What will be the best way to do this? 

[Julie d'Antin [Elements]]

Hi Marc, 

I work at Valiantys Software, and we have a solution with our app Exocet. It can allow you to display your linked issues on the customer portal in a data panel.

See this tutorial for reference, it explains how to set Exocet up for this. 

To sync comments, you can also use Exocet as presented in this tutorial. 

This is not a native solution, but I hope this will help you provide your customers with visibility on linked issues.

Cheers, 

Julie

[Alex Zhuravlev]

Hi Marc,

Unfortunately, it is not possible. To be able to work with the issue in the JIRA project (doesn't matter what type of project it will be) your customer should have a license.

As a workaround, you can implement some kind of automation to copy updates from the KANBAN project to the customer request.

[Marc Malan]

thank you for your response, what automation process would you suggest? 

[Alex Zhuravlev]

I think you need to listen "Issue Commented" event and run a custom script that will copy comment to the linked SD issue. Be sure that you will run your script by the user with SD license to add a comment to the customer portal. This type of functionality is provided by Power Script/ScriptRunner plugins.

[Nic Brough -Adaptavist-]

A main point of the Service Desk is that the customers don't see the Jira issues behind the requests!

As Alex says, if there are things you do want to expose the customers to, the best thing is to copy the issue data into the request, which will need some coding or scripting.