Can you add external users (customers) to user Groups in Jira, to add to Filter Subscriptions

[Angie Thompson]

We have recently migrated from ServiceNow to Jira. In ServiceNow, we had daily/weekly/monthly reports set up for our customers for ticket and request stats. I am trying to create something similar in Jira. I have set up the Filters, but I cannot seem to add the customers to user groups to add to the Subscription, I can only add internal Jira users. 

Any help would be appreciated. 

[Joseph Chung Yin · Accepted solution]

@Angie Thompson -

I also agreed of what @Trudy Claspill stated.  Only licensed users can be included in groups for filter subscriptions.

For now JSM customers will need to just access the portal UI.  

Here is a possible add-on that you can review - https://marketplace.atlassian.com/apps/1217341/charts-and-reports-for-jira-service-management?hosting=cloud&tab=overview

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Joseph Chung Yin]

@Angie Thompson -

If you also find my suggestion helped you.  Please remember to click on Accept answer when you have a chance, so others with similar question will see this posting as an answered question based on Trudy and my suggesetions.

Best, Joseph

[Trudy Claspill · Accepted solution]

Hello @Angie Thompson 

At this time only licensed Users (not Customers) can be added to the user groups and made recipients of filter subscriptions.

I don't work a lot with Service Management, but my impression is that there is not a lot of built in reporting options for sharing data with customers. You may need to look at third party apps to fulfill your needs.

https://marketplace.atlassian.com/search?hosting=cloud&product=jira-service-management&query=customer%20reports

[Angie Thompson]

Thank you 

[Trudy Claspill]

Hello Angie,

If you question was adequately answered by my response, please consider marking the Answer as Accepted to help other users find posts that include validated answers.

[Joseph Chung Yin]

I agreed with Trudy's follow-up statement.

Best, Joseph