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,
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.
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