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Customer Portal to link field issue to existing Jira project

James Wiggins
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
Mar 28, 2023

How could I use Jira  Service Management to:

  1. Create a customer portal that any of the customers could log into externally and immediately fill out a template and send information about the issue to us.
  2. Link the template to an existing project in Jira so the linked issues will appear also during reporting for the project.

1 answer

1 vote
Joseph Chung Yin
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Mar 28, 2023

@James Wiggins -

Welcome to the community.  Yes for your first question (Customers can access your JSM via the portal UI and create/submit issues via Request Form setup) - Customers are free and only agents (one who need to handle the issues) require JSM licenses.  In regards to your second question, it is not possible because Jira software licenses are required for any user who needs to access (i.e. linking JSM issues to your Jira software application projects' issues).  So typically, customers will not have access to your Jira project issues unless you also give them actual user licenses.

However, your JSM agents can access the JSM issues via the project UI where he/she can link issues to your Jira projects issues as long they are also licensed for Jira software application in your env + they have access to those projects in question.  Issue linking can also be accomplished through automation/customization setup.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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