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How do I share a Dashboard or Filter with a group of users that only has Customer permissions?

Dan Rico August 4, 2023

We have 10-15 users that submit a certain type of request and we want them to be able to view a dashboard that renders filter results for their requests. We want any one customer to be able to view the list of requests the filter provides without granting them agent access as we have other sensitive tickets in the project. 

 

Can this be done?

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Mark Segall
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 4, 2023

Hi @Dan Rico 

To accomplish this natively, you have to enable the global setting for sharing dashboards publicly.  Here's an article:

https://support.atlassian.com/jira-cloud-administration/docs/prevent-or-remove-public-access/

I would NOT recommend this approach when dealing with sensitive information.

Your best bet is to explore the marketplace for apps that specialize in this.  There are extensions to JSM in particular where you can provide dashboard functionality in the portal itself rather than direct access.

Dan Rico August 4, 2023

I want to clarify that we aren't using Service Management for any External (non-organizational) customers but rather our customer base are all internal users.

I really dislike rendering the Filter in Confluence and sharing that, and I particularly dislike the Article view from the Service Desk portal.

Mark Segall
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 4, 2023

Understood.  However, unless they have Jira licensing, you would need to enable public sharing for dashboards which makes it easy for dashboards to be inadvertently displayed outside your organization.  If you have IP whitelisting in place that could help.

I'm someone that is extremely selective on when I leverage a marketplace app, but ultimately, this is one of those scenarios that typically calls for it.

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Dan Rico August 4, 2023

So just to confirm, even "Customer" Product Access (via Administration) isn't enough? 

 

It may be worth it from a pricing perspective to just pay for the licenses for SM and Confluence. It's also not out of the question for me to just create a custom worker in an existing internal app and render as dashboard by pulling data from the Jira SM API and placing it in a new dashboard within that external app.

Mark Segall
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
August 4, 2023

Correct - Customer access is strictly granting rights to the portal.  There's no customer option for sharing Dashboards because they have no backend Jira access.

Yes - You could use the API as well if you're savvy with that.

0 votes
Elitsa Velikova August 6, 2023

Hi @Dan Rico ,

If you are open to using third-party addons, you can check the app my team has created: Advanced Portal Reports.

It will allow your customers (portal users) with a table report where they can see, search, filter and export all their Jira Service Management tickets, including many additional details (incl. Linked issues, SLAs, custom fields, etc.), with a very simple UI. If it sounds helpful you can try it free for 30 days.

Greetings,

Elitsa

Eric Scheberl May 15, 2024

Can they also see Jira Software issues in those desboards and reports? Or only the requests that live in Jira Service Management?

Elitsa Velikova May 16, 2024

Hi,

Only the JSM requests.

Cheers,

Elitsa

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