Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Deleted user
0 / 0 points
Next:
badges earned

Your Points Tracker
Challenges
Leaderboard
  • Global
  • Feed

Badge for your thoughts?

You're enrolled in our new beta rewards program. Join our group to get the inside scoop and share your feedback.

Join group
Recognition
Give the gift of kudos
You have 0 kudos available to give
Who do you want to recognize?
Why do you want to recognize them?
Kudos
Great job appreciating your peers!
Check back soon to give more kudos.

Past Kudos Given
No kudos given
You haven't given any kudos yet. Share the love above and you'll see it here.

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Confluence Cloud - Customer unable to view tickets linked via macro from Jira

Hello,

We have created a login for our customer (in Jira Service Desk - Cloud, created customer under organizations for portal access and in Confluence - Cloud, created customer to view some confluence pages)

Jira Service Desk portal works fine for the customer.

In Confluence, one of the pages contains the Jira Macro where it will show a list of tickets from the Jira Service Desk (under the same organization as the customer). However, the customer gets the following error upon viewing:

Data cannot be retrieved due to an unexpected error.

I am able to view this without issues on my end. I've tried to find many ways to provide some/limited access but to no avail. We do not want our customer to be able to view all tickets in our Jira Service Desk. I was wondering if I missed something or there is no such functionality to allow this?

Thank you.

1 answer

Hi @Patricia Jee,

A customer in Jira Service Desk has access to the customer portal, not the 'backend' of jira service desk where you have the queue for all tickets.  If they aren't an agent in JSD then they won't be able to see the issues in Confluence.  

You can set up JSD so that the customer gets notifications depending on triggers here:

https://confluence.atlassian.com/servicedeskcloud/configuring-service-desk-notifications-732528936.html

What exactly do you want them to see?  Maybe I can give you a solution if you provide a few more details about what you're trying to accomplish.

Hello Patrick,

There are some custom fields that they would need to be able to see pertaining to the created ticket. The portal page only displays a few fields, that is why we were opting for the Confluence option which would also allow us to add on pie charts, etc for reporting.

So with the current access, it seems that they do not have the rights to view it in Confluence. There are other tickets in Jira pertaining to other customers that we do not wish to share with them.

I would definitely not suggest making them an agent as that would be quite expensive.

For the reporting it should be fine to have them view the charts in Confluence.

There's a known issue with displaying custom fields on the JSD portal unfortunately. Here is the ticket for cloud.  It's only for certain custom fields so maybe this pertains to you? 

https://jira.atlassian.com/browse/JSDCLOUD-86

It seems that there are some text fields as well which are not listed in the ticket you have posted.

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Marketplace Apps & Integrations

Why everyone using Jira must be GDPR-compliant

Did you know that penalties up to 4 % of the yearly company turnover are possible in case of GDPR violations? GDPR regulations are currently mainly relevant for companies in the EU, but countries lik...

81 views 1 2
Read article

Community Events

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

Events near you