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  1. Jira Service Management Cloud
  2. JSDCLOUD-3758

Provide functionality to show Service Desk Queues to customers

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      We would like our Service Desk customers to be able to see the Service Desk Queues so that they can see where their requests are compared to other requests.

      We don't necessarily want them to be able to see details of other requests, though it would be okay for them to see summary info for other requests, like Reporter, Assignee, and Summary.

      In the past we recreated the Queues by using filters, and embedded those in Confluence using the JIRA macro. However, that works only if the user accessing the Confluence page has Browse Projects permissions for the projects included in the filter. We don't want our customers to have that permission, since they would then be able to access all the information on all issues. We use Internal Comments on the issue to discuss solutions among support agents, and we don't want the customers to see that information.

      We are using JIRA Server 6.3.12 and ServiceDesk v2.3.6

              Unassigned Unassigned
              b2a4ae24bc79 Trudy Claspill
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