We have 25 service desk users and 200 customer users.
Only the 25 service desk users may work on the tickets, servicing the 200 customer users that are able to create tickets via the customer portal.
I would like to create a customer dashboard so that customers can see the entire workload and categorization of all logged tickets (sort of a live SLA report)
I have tried adding the 200 customer users to a group and sharing a dashboard with that group, even giving the 200 users browse permission to the desired project, yet the dashboard menu is not visible to them on the customer portal?
Am I going about this wrong? Does the customer portal allow for dashboards? The goal is to have a url that customers can navigate to and see a shared dashboard so that we don't have to generate printed reports for distribution.
Unfortunately, you cannot expose your beautifully crafted Dashboard through the Customer Portal. The dashboarding functionality is part of JIRA Software and JIRA Core, but not of JIRA Service Desk.
To have some insight on the status of tickets, your Service Desk users can have a look at the 'Requests' page (from the link at the top right corner of the portal), where they at least have some overview of the tickets they reported or that have been shared with them.
This week, an extension to that overview has been added through the introduction of an 'Organization' concept. This much requested feature should allow people belonging to the same organization to have a better overview of all tickets created from their company. And I'm sure more enhancements will follow. The feature is - for now - only available on Cloud instances, not on Server yet.
In the meantime, if you want to expose your Dashboards to you Service Desk customers, you should grant them Application Access to JIRA Software so they can actually access the dashboards. But be aware that that also means they will take up a license seed on JIRA Software.
Unfortunately I am unable to share the dashboard due to confidentiality issues.
Essentially though, we created a JIRA user whose sole purpose is to retrieve the JIRA data set we required via JIRA APIs and stored that in a DB.
Then created a front end web application that charted the data depending on what was required.
I have set my users up with a Jira license, as well as customers in the service desk. They are not able to see the dashboard. Instead, they can only see the portal as both URLs redirect to it. This cannot be correct. Currently, only those marked as Agents can view the Dashboard.
@Lior Schwartz thanks for your response here. So was there no way to display gadgets from the Jira dashboard directly in your web application? All I am trying to do is organize dashboard widgets in a more user friendly way and thought I could create a separate web app that accesses the specific jira dashboard gadget and format them in HTML. Is something like this possible from your experience?
Dashboards can be a little challenging within Jira Service Desk.
Each dashboard can be share with specific user groups (Jira service desk users - agents with a license)
If you use an advanced search to create the filtered list and then export it to the specific dashboard. You will also need to ensure the filter report is share to Jira service desk users so they can seen the dashboard).
I have not yet found a way to publish a dashboard to customers via the portal.
I've been evaluting this plugin for this purpose: https://help.view26.com/crfjss/publish-report-s-in-customer-portal/sharing-view-with-a-jira-servicedesk-organization
(No affiliation with the company). But after a 15 minute eval, this is a pretty nice plugin and it does work!
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