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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.

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