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Portal Response Time

Luis Andino Rodriguez March 25, 2024

we are currently testing the portal to work on internal support but we are seeing that when we "reply to the customer" inside Jira it takes the customer to refresh the portal to be able to see the response. Is there a way to make this smoother or faster?

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4 votes
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Dan Breyen
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March 25, 2024

Hi Luis, there are some open tickets in Atlassian's Jira Site that you may want to vote for and watch to get the portal to automatically refresh:

JSDCLOUD-10400 JSDCLOUD-11784 JSDCLOUD-11785 JSDCLOUD-11205 

Those are probably duplicates, but feel free to vote for and watch them for updates. I added my vote as well. 

Hope that helps.

1 vote
Answer accepted
Joseph Chung Yin
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March 25, 2024

@Luis Andino Rodriguez -

As far I as know, currently that customers need to refresh his/her browsers to see the latest update.  In addition to adding yourself to the issues mentioned by Dan, you can also utilize setting up automation rule where triggering off when issue's status changes events, and then conduct a custom email action to the customer (who created the issues via the portal), so they can also be notified to access his/her issues when needed.

Here is a link on Automation for Jira for your reference - https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

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