How to allow a customer can not open to see a ticket in Jira after creating it through portal.

[Vera Valshonok]

After creation of a new connection request in a project and a portal for a client, workflow a and all the automations, when a client creates a ticket on the portal, he moves to a screen after the ticket is created (with all the information he entered), but he cannot open an actual ticket in Jira in order to see it. 

Why does it happen and how can we fix it?

[Nic Brough -Adaptavist- · Accepted solution]

There are a couple of things here that you need to look at.

"Ticket" is a poor word to be using, because it does not tell us what you are actually talking about (plus there's the actual English meaning of the word that makes it a poor choice in an issue tracker).

In a Service Management project, you have a customer portal.  What happens is a 

• The customer raises a Request via the portal
  • This can be seen by customers, agents, and other people you let see it in the portal
• This creates an Issue in the project
  • Issues can only be seen by Jira users - agents and developers that you let into the project

This gives you a situation where:

• Your customer can only see the requests. 
• To give them any access to the issues, you need to add them as Jira users, and let them into the project. 
• And they still would not be able to create issues in there, because only Agents can create issues in service management projects.

Note that there is a 1:1 relationship between the project and the portal and a 1:1 between Request and the Issue behind it.  But an issue does not necessarily have to have a request - Agents can create issues without requests.

[Walter Buggenhout]

Hi @Vera Valshonok,

This is how Jira Service Management works: a customer uses the portal to create a ticket and interact with your IT / Service Team through a simplified interface (which is the portal). He is a free user (does not need to pay for a license), but in return interacts with you through a simplified, clean interface. At the same time, your team gets a lot of additional features to properly manage the incoming requests (such as queues, SLA's, ...).

If you want your client/customer to see tickets in full detail, they would need to access Jira with a (paid) Jira license.  

[Elitsa Velikova]

Hi @Vera Valshonok ,

There are third party addons that will let you show most of the Jira information about the request to your customer on the portal. If you want you can check the app that my team created, called Advanced Portal Reports and you can try it free for 30 days.

Cheers,

Elitsa

[Ismael Jimoh]

Hi @Vera Valshonok 

You can apply a security level to tickets created to prevent the customer seeing it in the portal.

This can be done by setting a default security level or using automation to set it based on the source of the ticket.