Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Best Practice for identifying customers across Jira Service Desk and Jira Development

We have a Jira Service Desk (with connected Knowledge Base) in which our customers log in via the portal and make service requests. Prior to this, we already have Jira Development in full flow and working very well. However, there doesn't seem to be any obvious way in which we can link requests from either project together under a customer view. For example Customer A has made 6 Service Desk Requests (Jira Service Desk), as well as 5 Development Requests (Jira Development).

Am I missing something obvious here?

1 answer

0 votes
Alex Koxaras Community Leader Nov 08, 2021

Hi @Julia Smith 

By Jira Development you mean Jira Software? I would assume yes. From one hand, customers is a term and an entity belonging only to JSM projects (former service desk). Customers do not use license and you can have (in theory) infinite. From the other hand, Jira software was not meant to be used by customers, only by users who usually hold up a jira license.

Now, to understand you request a bit more: When you say that your customers have "5 development requests" what exactly do you mean? These "customers" are able to create issues inside a Jira software project?

If your customers have access to your jira instance as a user, you could create a dashboard for them (or for each customer organization, and have a gadget displaying all their issues to them. But you have to create custom JQLs for each of your customer.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Next level incident management in Jira Service Management

Hello Atlassian Community! We’re thrilled to announce some exciting changes to incident management in Jira Service Management Cloud, in order to give your teams extra muscle during incidents, and ...

1,582 views 20 12
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you