Setting up a client facing projec to allow for direct bug reporting/feedback

[Jack Tennent]

Hi everyone,

My organisation has asked me to have a look at Jira and see if there is the possibility for us to set up a project where we can have clients see an overview of specific tasks but can't view key internal discussions (comments). I tried doing this on the one project with everyone involved added, but this proved to be far too complex and I couldn't prevent the client from seeing/doing everything we needed to. 

I have been working on creating separate projects, with different issue types set up for clients to report such as client feedback, general requests, bug etc. I've also set up automation so the task gets cloned from the internal project into the client project when the status in the internal project ticket gets moved to "To-Do". 

I've set up the following: 

Workflow schemes, Global permission scheme, Issue type schemes for both projects, automations. 

What I am struggling with is setting up the ability so when the original ticket is updated, we ideally need the clients cloned ticket to also update to the same status, as I have the automations set up all ready. 

Does anyone have any further suggestions or advice if they've done this before and what else I can include? 

Thank you. 

Jack

[Shiva Kumar Hiremath]

Hello Jack,

if you are using confluence,you can create page and use issue macro with limited data(fields) to show to the clients.

Thanks
shivakumar

[acam]

If you have Jira Service Management (JSM) licenses in your account, JSM has a customer portal that allows you to share progress and status changes with your customer. Here is the starter info: https://confluence.atlassian.com/servicemanagementserver/configuring-the-customer-portal-939926277.html

JSM Has ability to have internal/external comments and clients/customers only can see external comments. 

It is a neat way to give tools to your clients track your work without letting them into your jira instance. 

[Shiva Kumar Hiremath]

Hello @Jack Tennent 

You can Restrict Comment Visibility:

• When adding a comment, you can restrict its visibility to specific groups or project roles.
• In the comment field, look for the lock icon or Comment Visibility dropdown.
• Select the group or role that should be able to see the comment

[Jack Tennent]

Hey @Shiva Kumar Hiremath thanks for the reply. 

Would this need to be done per comment? The issue I'm facing currently is my dev team are great at doing development work, but not so great at doing little admin bits such as moving tickets to the correct status etc. Hence my need to automate it all. :)

I think with comment visibility, this issue will be solved by the separate projects, as I won't carry over any comments to the cloned issue.