Best practice to exposed a data field to the Customer

[Lan Anh]

In Jira Data Center Customer Portal, the data fields entered in transition screen by the the service desk agent is not exposed to the customer as these fields are not part of the ticket when it is created.  The only way I can think of to exposed this info to the Customer is via the Comment.  Has anyone done it differently?  What's the best practice for this type of scenario?

Much appreciate any input anyone can give. Thanks!

[Joseph Chung Yin · Accepted solution]

@Lan Anh -

All custom fields not entered in by customers at issue creation are solely available to the agents via the project UI and not portal UI.

If you have the need to share the custom field value with the customer, your idea of using Share with Customer via comments is a solution.  It is up to each agent to manually conduct the commenting and obtain the custom field comments.

Another option you may want to look into is to setup automation for Jira rules to have the rule be triggered of by certain event (i.e. Field value changed etc), then fire an action to "Comment on issue" or "Send mail" to automated the processes.  Of course you will need to use smartvalue syntax to obtain the custom field value in the comments/custom email content.

This way, it is not manually performed by the agent.  Here are reference links on Automation for Jira and SmartValue for Issue links -

https://confluence.atlassian.com/automation

https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/  (even though the site is for cloud env, but it is same syntax for the DC env).

Hope this helps.

Best, Joseph Chung Yin

[Lan Anh]

Thanks Joseph.

We've used automation and not particulars fond of it.  Wonder if it's possible to put a 'Share with Customer' comment using scriptrunner via workflow postfunction? I would appreciate if you know & can share code to do this?

[Benjamin · Accepted solution]

Hi @Lan Anh

The way JSM is design is that the other fields is for agents. All communications going forward with the customer would be through comments. There are add-ons out there that would expose certain fields. I have found apps to be limited in what fields to expose but worth a check if things have improved.

In this case, when there's a pop-up in the transition screen,  have the agent to enter a comment if I needs to be customer facing.  

[Lan Anh]

Thank you Benjamin. 

Pop up the Comment in the transition screen is an option. However, this doesn't give us a way to easily query for a specific value.  A better way that will serve our needs is to be able to put a 'Share with Customer' comment using scriptrunner via workflow postfunction. Would appreciate if you know this is possible and if you have can code snippet that can do this you can share?  

Thanks for your respond.