Customers view of issues

[Chris Johnson]

Currently, the "view" customer who submit requests on a Jira Service desk, is very limited. It seems like a customer can comment and see shared comments on the issue. If the issue is open the can close or cancel an issue. 

What I'm looking to figure out is if an issue is closed incorrectly, is there a way for a customer to open it again? Also, how can a customer add another person to the issue so they can vote on it or comment or just follow the status?

Thanks,

Chris

[Marty]

Hi Chris,

both the things you are suggesting should be possible.

1. Allowing customers to re-open closed issues

This should be possible, provided there is a workflow transition from Done -> Open for the issue type associated with the request type.

You could even add an automation rule so a comment by a customer on a closed ticket will automatically re-open it.  See some details here: https://community.atlassian.com/t5/Jira-Service-Desk-questions/How-to-allow-customer-close-reopen-issue/qaq-p/67487

2. Customers do have the ability to share their requests with others.

But this depends on the Customer Permissions setup in the Service Desk Project.

[Chris Johnson]

Thanks for the quick response. #1 makes sense thanks. #2 I have my org set up just like your screenshot - it is for a service desk for internal use only (no outside customers) - an IT model. However, my internal customers can't share their requests or view requests of others in the org. The only sharing allowed is between agents. What am I missing?

[Marty]

Hi Chris,

Customers will need to go to the Customer Portal and click the Share button to share with other Customers.  Note it is on the right hand-side.

[Chris Johnson]

That is the thing, I don't see that option. Here is a screen shot of a ticket and there is no "share" option.

[Marty]

Hi Chris,

can you add a screenshot of your customer permissions page?

Also can you confirm whether you're using Jira Service Desk Cloud or Jira Service Desk Server?  If you are using Server, can you please confirm the version?

[Chris Johnson]

I'm using "cloud" and here is a screenshot.

[Marty]

Hi Chris,

hmm that is intriguing.  How many Service Desk Projects do you have?

I noticed that the Customer Permissions are set on a per-project basis.  

I also noticed that the request in your screenshot is resolved.  What happens if you have an Open request?

[Chris Johnson]

1. I have 1 Service Desk Projects.
2. Doesn't matter if the request is open or closed, the option doesn't show.
3. This behavior seems consistent. For my original #1 issue, I went and added extra transitions to all my "end" states to allow the customer to reopen the ticket. (See my screenshot).

I can't get any extra options to show up on my "customer" service desk web portal.

1. 

[Marty]

Hi Chris,

I've had an informal chat with the Service Desk team and they have set me straight on something.  This may have to do with which Organisation you are in / your customers are in / your agents are in.

So I would suggest you review your Organisation setup and ensure that is clear in your mind.

If you're still stuck I think your best bet will be to contact support at support.atlassian.com