We use JIRA and Agile to develop and maintain our products.
Our customers create JIRA support tickets, change requests etc. and we use JIRA / Agile to create internal development tasks for new projects.
I want to use Portfolio for project management.
I don't want to expose estimates and remaining effort to our customers.
What is the best practice for tracking time and effort given that we do not want to share all this detail with our customers. There doesn't appear to be a way to selectively hide the work log or Time Tracking details from one group of users.
Is the only option to create a new internal ticket for each customer created ticket and link them?
Is there any support for automating this in the cloud hosted / ondemand service?
JIRA Portfolio or Agile won't help you with this. You can hide work logs by restricting them to certain groups or roles (using the Viewable By option) but that won't hide the Original estimate.
That is the best option you have on Cloud I think.
...It's true that there are projects in Jira; but they are merely a way to cut off issues, to tell them apart from other sections of work and to apply rules that are specific to that team (the schemes)....
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