Need help with the customer portal in Jira Service Management

[Sean Love]

We have customers who have several complaints about the portal and I'm trying to discern if delivered functionality allows for flexibility here or if we need to look at third-party apps.

1) Customers would like to see additional fields available in the portal view. As an example, scheduled start/end date are very important and without the ability to add them to the main portal view, the only way this information is accessible to the customer is by going into each issue individually, which is highly inefficient. My understanding is that this is not possible but I want to be sure.

2) Customer portal view allows customers (for the fields that DO appear) to change the order of the columns. Problem is, changing this order does not appear to "stick". Once you refresh the portal page or come back into it, the field display options appear to reset to the default. Is this a defect or working by design?

3) My understanding is that the dashboards that are available via the Agent view are NOT available via the portal view. Is there any way to automatically share dashboard information with customers?

Thank you so much for your help/guidance.

Sean

[Muhammad Moazzam Hassan · Accepted solution]

Customer Portal have limited functionalities and your requirement cannot b achieved without thrid party app, I recommend you using Dashboard Hub which can solve your issues.

https://marketplace.atlassian.com/apps/1223898/dashboard-hub-for-jira-custom-charts-share-reports?tab=overview&hosting=cloud

[Ivan Garcia _Appfire_]

Hi @Muhammad Moazzam Hassan thank you for recommending our app! We really appreciate it.

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Hi @Sean Love :) see here an example of a externally shared customer dashboard that can be shared from the Customer Portal.

Please feel free to reach out if you want to quickly chat about how Dashboard Hub can address your unique use case and solve your pain points :)

Hope it helps

[Elitsa Velikova _Nemetschek Bulgaria_ · Accepted solution]

Hi @Sean Love ,

You can check the app my team has created: Advanced Portal Reports.

It will allow you to add unlimited number of fields to the request view.

It will also provide your customers 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. They can save a certain report view and revisit it later, etc.

Greetings,

Elitsa