Hoping someone can help me.
We are using JIRA Service desk for internal support in a global company with multiple branches. The staff in those branches are the "customers" requesting support through the JSD portal back to head office. The managers of those branches want an emailed report that has a link to each open issue in the portal so they can open the link and add a comment visible to both the reporter and the agent. The out of the box JIRA issue filter and email subscription only has the JIRA SD project link not the portal link so only an internal comment can be made.
Is there a way to add the portal issue link to a issue filter?
Yes the issue filter and subscription are intended for use by agents and collaborators. Customers only have access to the portal for viewing issues. I’m not sure why they need an email with links when simply logging into the portal to view open issues should suffice. If they are looking for an email as a reminder you could consider setting up and automated email with a link to the portal.
Sorry I think you have misunderstood who needs the reports. We have a multiple divisions (branches) around the world, with each local branch having many service technicians in the field, when those technicians are stuck on an issue the raise a support request to head office where our agents and collaborator's work to provide them a solution. Yes the individual technicians can log into the portal and see their open issues however their local manager in the branch has no idea they have even submitted a support request so he doesn't know what open with head office and what has been resolved. The local branch manager wants a portal report of all open tickets in his area so he can follow up with his local technicians to ensure tickets are closed out correctly. Unfortunately the only way I can see the local manager is involved is by adding him as a participant which it looks like I need to purchase the automation for jira plugin to be able to add him automatically. It still doesn't resolve the branch managers request for a report of the open issues in their branch, is there a plugin that can send a open issues summary report from the portal?
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events