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Communicating Request Status to End User within Jira Service Desk Edited

Hello! Really can use some help here... 

My program has Jira Service Desk set up to gather user requests through a Project Request Portal and manage these requests directly in Jira. 

But the original user who submitted their request has no idea what the status of it is because they do not have any licensing to Jira!

How can users track/manage their request other than simply giving each of them a Jira license? Do they just have to communicate via email/help desk to get a status on their submitted request or is there an easier way for them to get this status? 

Thank you for any help!


1 answer

1 vote
Sharon Helms Community Leader Apr 02, 2021

Hi @Connor Harootunian , In Jira Service Desk (now called Jira Service Management) those users are known as "customers" and they don't need to have a Jira license. 

Once a customer sets up an account, they can return to the portal to check on the status of their requests. The article How do customers send requests to your service project? explains:

They can help themselves here by searching for how-tos and FAQs, or fill out a request form to ask your team for help. Customers can also keep track of all their requests and check the status in their requests list by selecting the Requests button near their avatar. They can select each request to see more details about it and respond to comments from agents.

I hope this helps! Best wishes, Sharon

Thank you, @Sharon Helms ! Very helpful. That is what I originally thought. The "customer" can always go back to the portal and check on their status. They just need to set up an account (which is free I suppose, right?)

Yes, customer accounts are free! 🤓 

@Connor Harootunian if you found this answer helpful, would you please "Accept" the answer so it will be easier for other people who have the same question to find? Thanks! Sharon 

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