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How to enable customer to view subtasks of the ticket they reported?

Yura Hayrapetyan March 27, 2024

Hi folks! The customer reported a change request through portal in Jira Service Management. Our engineers added subtasks to that ticket. Now even though we added the customer as a "request participant" in the subtasks, they are unable to see the subtasks. 
Kindly help with a solution. Thanks

3 answers

1 vote
Kate Pawlak _Appsvio_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 27, 2024

Hi @Yura Hayrapetyan ,

It's not possible to present subtasks on the request details view for customer. You can add subtasks to the issue but they will be visible only from issue view (so for users who have got an access from Jira side).

As natively it's not possible, you can achieve it using app, for example developed by my team: Feature Bundle for Jira Service Management. Of course, this app includes more features than presenting additional values and information on the request details view.

Yura Hayrapetyan March 27, 2024

I love your hunting strategy Kate :D thank you!

Like Kate Pawlak _Appsvio_ likes this
1 vote
Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 27, 2024

In order for the customer to see a requests in the portal you have to set the request type field. This field controls if the issue will be visible on the portal or not. Unfortunately you cannot create a request type that is associated with a sub-task since sub-tasks have to have a parent issue. So in your case you would have to convert the sub-tasks to an issue that is associated with a request type for the customer to see it.

Yura Hayrapetyan March 27, 2024

thanks for your reply @Mikael Sandberg . As I understood from your reply basically there is no solution to make the subtasks visible in the portal. We need to convert the subtasks to issues and link them to parent issue so customer can see in the portal?

Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 27, 2024

Correct!

Yura Hayrapetyan March 27, 2024

thanks

0 votes
Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 31, 2024

Hi @Yura Hayrapetyan 

Whilst it's not possible to show the Sub-tasks on the portal natively, one option would be to provide information from the Sub-tasks on the main ticket using Automation

For example if a Sub-task is closed, add a comment confirming this to the main ticket.

What kinds of information would you like the customer to see?

Ste

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