Can Service Desk customer do jira query?

As per this Atlassian documentation, it sounds like only the agents can do the jira query to find tickets for Service Desk projects. We have internal users who’re very technical and are used to doing jira queries. Can customers also do jira query to find their service desk tickets? 

2 answers

1 votes

No, customers don't have a search.  If they're normal JIRA users as well, then yes, they can use it to find the underlying issues though.

All of our customers are normal JIRA users as well since we're using service desk for internal employees. 

We've currently removed the "browse" permission for the service desk project so that they do not get exposed to internal comment, and they don't get confused between "watchers" vs. "request participant". 

Is there a way for the customers to be able to do JIRA query and view the ticket, but NOT see the internal comments and the "watchers"?  Basically, be able to do JIRA query, but not see what the "agents" should see. 

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,096 views 13 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot