Customer Portal - Custom Filter

[Martin Tauber]

Hi all,

we started using Jira Service Management this year and we're facing the following problems.

Every client is assigned to an organization so that the client can see all the open tickets in our service portal. We use the app "Extra Fields for Jira Service Desk" which helped us to add "Due date" as an important information to the portal.

QUESTION 1: We're having some trouble with the clarity in the portal when we're managing different projects for a single organization.

Client X (fromt the organization EXAMPLE) is responsible for project X  

Client Y (fromt the organization EXAMPLE) is responsible for project Y  

Is there a way to add a filter "project X"? This would give the client a filtered view but he has still the possibility to see all the tickets of his organization. 

QUESTION 2: Agent filter. When we're discussing open tickets with our clients on phone, we usually share our screen. At the moment I am building a custom queue every time. Do you have any nicer approach? E.g. portal view with all tickets, where I can filter for organization or project X (QUESTION 1).

Thanks in advance and best regards,

Martin

[Katarzyna · Accepted solution]

Hi @Martin Tauber 

Atlassian added a simple option to the native Requests page. You can read about it here. It's a basic.

For more demanding customers, we've recently released My Requests Extension for Jira Service Management. I'm a product owner of this app. It provides a dedicated Requests view which allows to display more information to your customers. List of all supported fields you can find in our documentation. This list is still expanding! Re-arrange columns, sorting, exporting etc. are available. We're working also on filters functionality (the same like in the server version).

If you have more requirements according to this app, let us know via Customer Portal. You can also find me at LinkedIn.

Cheers,

Kate

[Martin Tauber]

Hi Katarzyna, thanks! This helps a lot. Cheers, Martin

[Boyan Angelov · Accepted solution]

Hello,

Unfortunately, the Portal is quite limited.

If you are using Cloud version, you can try our app - Advanced Portal Reports. It can help you with Question 1 I guess. If you are on Server, we will be releasing more filtering there too soon.

Best regards,

Boyan

[Martin Tauber]

Hi Boyan,

thanks for your fast reply. Advanced Portal Reports is fantastic! We have all the functions needed for our clients and can also generate advanced reports for ourself (internally).

Thank you very much! Best regards, 

Martin