Reporting Dashboards

[Dan Allenby]

I have a customer who would like quite a specific dashboard built for them to view their Service Management stats.  At the moment, the report I provide is manually done via multiple filters that are created in Jira.  I do have a inbuilt dashboard, but im unsure if this can be shared directly with the customer, as they would require a license to my JSM?

The dashboard needs to have the option to view metrics based off of multiple filters.

Does anyone have any advice on how to achieve this?

[Gorka Puente _Appfire_ · Accepted solution]

Hi @Dan Allenby,

Native Jira doesn't offer this level of dashboard sharing. Customers would indeed need a license to view your JSM dashboards. I work for Appfire, the vendor of Dashboard Hub, with this app you can easily share detailed Service Management reports via the JSM Customer Portal (documentation ref):

• Share dashboards without extra licensing: Customers and organizations can view dashboards without needing an extra JSM license.
• Apply multiple filters and content restrictions: Customize the dashboard so that each customer only sees data relevant to their organization.
• Control access and link behavior: Fine-tune permissions and how issue links behave (redirecting users appropriately).

You can check out the following sample dashboard, the experience would be the same but through the Customer Portal instead of using this public link.

So your customers will be able to access through the "Dashboard Hub" link in the Customer Portal:

Our app is free for up to 10 users. It’s a seamless, out-of-the-box solution to deliver the tailored reporting your customer needs. 

Would love to help further if you have any questions!

[Dan Allenby]

Thanks @Gorka Puente _Appfire_ 

I actually downloaded this product last week and it gives me everything I need to be able to deliver dashboards based off of filters direct to my customer!

[Gorka Puente _Appfire_]

Hey Dan, I'm glad it works for you. If you need help covering any use case, just let us know here!

[Kai Krause]

Hi,

i asume that your customer has only portal access to your instance. 

Actually the customer portal provides no dashboards or Reports . Therefore you need a licence to provide the access. But carefull . To see something the customer needs access to the tickets , there can be information that you would no provide to the customer like internal comments , other projects or tickets from other customers .

There are some apps in the marcetplace to archive your requirement. 

BR
Kai  

[Dan Allenby]

Hi Kai,  

Yeah the customer only have portal access into our JSM.  Im basically looking to replicate the Jira Dashboard feature with the ability for the customer to view this without needing a license.

Thanks

Dan

[Eduardo Anflor - MindPro]

Hi, @Dan Allenby 

If I understood your scenario, you are trying to share dashboards and metrics with your customers via the Customer Portal, right? Unfortunately, JSM does not have this ability OOTB, unless you give your users access to your internal dashboards.

If you are open to trying a marketplace solution, I recommend Mindpro Graphy (I am a product leader at Mindpro). The app allows you to create easy-to-use dashboards with more than 50 different gadgets, including custom and asset gadgets. You can share them internally or with the customers you want:

 

When the customer accesses the portal, they will see an option to access the reports: 

The system will allow the customers to select among dashboards they have permission to view (the app also respects Jira project permissions):

I believe this matches your requirements. Hope that helps.

Regards,

Eduardo

[Danut M [StonikByte]]

Hi @Dan Allenby,

A possibility would be to create a public dashboard in Jira and provide its link to your customer. Not sure if the gadgets that you use will display data for anonymous users, but you could try. If your gadgets do not work for anonymous users, you could search on Atlassian Marketplace for an app that provides gadgets capable to display data to anonymous.

In case you want to try an app from Atlassian Marketplace, our Great Gadgets app offers some gadgets that can work for anonymous:

• Team Wallboard gadget - displays the tickets of the customer as a Kanban board 

• Issue filter Formula gadget - displays count, sum of field, average etc for the issues in a filter in form of number, colored number based on range values or gauge chart 
• Advanced Issue filter Formula gadget - display the key numbers and metrics based on custom formulas by combining issues from multiple filters

See more details about them in this article: https://community.atlassian.com/t5/App-Central-articles/An-effective-dashboard-for-Service-Desk-and-Customer-Support/ba-p/2360369

Other approaches to try:

- Save (print) your dashboard as a PDF and share periodically the PDF with the customer

- Instead of using Jira dashboards, create a Confluence page by using the macros for showing data from Jira and use it as a report

Danut.

[Dmitry Astapkovich _Colined_]

Hi @Kai Krause , 

I can suggest using Pivot Report (we develop it), which allows you to create a static snapshot from any report. These snapshots can be shared as an email attachment, they don't require Jira access:

Would that work for you?