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Type: Suggestion
Resolution: Done
Component/s: Customer Portal - Help Center
Labels:

Feedback Policy:

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.

Description

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

As a result of -----~~JSD-62~~-----, customers will only be able to view and track their own requests using the Customer Portal.

Using the feature proposed in -----~~JSD-269~~-----, it will be possible for customers to manually add request participants. However, it may be common for customers of a particular logical group (eg. organisation) to need to be granted default access view requests made by others from the same organisation.

Users from the same organisation should be able view, search and comment on requests. Users from different organisations should not be able to view each others' requests.

Update as of 3 Jan 2017

Hello Server customers,

Great news - Customer organization is now available on server! To find out more about this feature, check out our documentation here.

On behalf of the JSD team I want to thank all of you for your patience. Your comments, feedback and interviews have all formed the feature update we release today.

— JIRA Service Desk Team

Update as of 28 Sep 2016

Hi all,

Great news! Customer organisation is now available on cloud! To find out more about this feature, check out our blog post and documentations here.

This feature will also be available for Server in a future major server release.

On top of this we have also built public APIs so you can easily extend our feature to support your various usecases! Check out our API docs here.

On behalf of the JSD team I want to thank all of you for contributing to this ticket. Your comments, feedback and interviews have all formed the feature we release today.

— JIRA Service Desk Team

Update as of 15 Sep 2016

Hi all,

We are at the tail end of the development process for this feature. We are currently performing final testing as this feature touches on many sensitive parts of our products relating to permissions and security model.

We also want to thank all of you who have joined us for the usability test, your feedback was very valuable and we have made a number of changes to the feature based on the feedback.

As mentioned earlier, this feature will be available to both Cloud and Server and will be available on Cloud first before Server as there are far less permutations to test and QA on our Cloud infrastructure.

Thank you all again for your patience.

— JIRA Service Desk Team

Update as of 21 Jul 2016

Hi all,

We do have a very vibrant marketplace which our expert partners develop add-ons that extend our products. Collection Issue View for Service Desk and Teams for JIRA Service Desk are both add-ons which aim to provide customer grouping capabilities for JSD Server. If you are on JSD Server you can evaluate these options and choose to purchase them if they meet your needs.

As mentioned before this feature is one of our highest priorities and the JIRA Service Desk team is actively developing this capability. We are building it as a core part of the product, so there will not be any additional cost for this capability - and we are building it for both Server and Cloud.

Unfortunately the development of this feature is taking considerable time as the security model for users in Cloud is very different to Server. It also fundamentally changes the way our product works so we want to ensure we get it right.

If you are interested to see how the feature is progressing feel free to leave your details to join one of our upcoming usability test and provide us feedback on the feature itself.

Thank you all again for your patience.

— JIRA Service Desk Team

Update as of 27 Jun 2016

Hi all,

This is one of our highest priorities and we have the best team working on the feature.

This feature fundamentally changes the way our product work and we want to ensure we get it right. We have been actively reaching out to this community for usability testing on our latest development and design work on this feature. If you are keen to see where we are up to with the this feature, you can leave your details here to join one of our upcoming usability test and provide us feedback on the feature itself.

Thank you all again for your patience.

— JIRA Service Desk Team

Update as of 3 May 2016

Hey all,

We understand many of you will need to make business decisions around when this feature is available, however we do not have a meaningful ETA we can share. As mentioned in my previous comment this is already in active development but there are quite a few number of moving parts to implementing this feature.

We will do our best to keep everyone updated with the latest development regarding this feature and to share our designs/progress once they become available. Right now we are in the process of bringing in groups into JIRA Service Desk (Ability to add groups to tickets, JQL search for groups etc) and also making enhancements to the group infrastructure (Allowing agents to be managing groups etc).

Again I want to stress this feature requires big changes to our underlying user management and permission infrastructure. Both of these aspects are fundamental to how you manage your users and the access control of the system, and we need to take the time to make sure we are doing it in the best possible way possible. Thank you again for all your continuous feedback and I will do my best to make progress updates as we go along.

-JIRA Service Desk team

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28/Sep/2016 6:55 AM
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23/Mar/2016 3:37 AM
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23/Mar/2016 3:56 AM
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04/Nov/2015 7:51 AM

Issue Links

blocks

JSDCLOUD-2373 Identify the correct Issue for incoming E-mails from unknown users

Closed

causes

JSDCLOUD-160 Basic CRM functionality

Gathering Interest

is duplicated by

JSDCLOUD-992 not able to use security levels for customers

Closed

JSDCLOUD-90 Ability to View all issues in an organization

Closed

JSDCLOUD-247 Show all issues for specific group instead of only the reporter

Closed

JSDCLOUD-292 As an Admin, I would like to have the ability to associate the Customer Portal with a company instead of a user

Closed

JSDCLOUD-436 See "All Requests" submitted to a Service Desk by multiple Service Desk Customers.

Closed

JSDCLOUD-891 Assigning a customer with privileges to see all project issues

Closed

JSDCLOUD-1010 As a service desk customer I want to allow interested colleagues to see my request.

Closed

JSDCLOUD-3485 Allow service desk customers belonging to the same company to view all company tickets

Closed

is related to

JSDCLOUD-1183 As a release manager, I want to be able to provide access to 'public' issues to any user, such that I can include a link to the issue in the release notes

Closed

JSDCLOUD-1612 Create Concept of Account

Closed

JSDCLOUD-1819 SLAs Based on User's Group Membership

Closed

JSDCLOUD-1875 Allow SLA reporting against separate Service Desk customer groups.

Closed

JSDCLOUD-3485 Allow service desk customers belonging to the same company to view all company tickets

Closed

JSDCLOUD-3555 [Service desk] customer contact details

Closed

JSDCLOUD-4390 Add Customer Organizations to JIRA Service Desk Server

Closed

JSDSERVER-270 Allow customers to view requests created by other customers belonging to the same organisation using the Customer Portal

Closed

JSDCLOUD-2933 Ability to add a custom field such as Customer's Organization in Service Desk customer portal profile

Gathering Interest

JSDCLOUD-3665 Customize the request types available by customer groups in Customer Portal.

Gathering Interest

JSDCLOUD-4302 Allow for JSD Customer account manager to receive a report of issues raised by their organization

Gathering Interest

JSDCLOUD-1269 Allow to bulk change "Request participants"

Future Consideration

JSDCLOUD-1511 Allow adding Request Participant field into Request Form in Customer Portal

Not Being Considered

relates to

JSDCLOUD-62 Add Permission so user can only view Portal and not JIRA.

Closed

JSDCLOUD-269 Allow customers to add other customers as request participants in the Customer Portal

Closed

JSDCLOUD-360 Support for grouping users by customer

Closed

JSDCLOUD-801 Allow customers to view all tickets permissoned for their viewing through Service Desk

Closed

JSDCLOUD-810 Way to group service desk customers so they can comment/watch on each other's tickets

Closed

JSDCLOUD-1879 Convert Watchers of Issue to Participant When Enabling SD

Closed

JSDCLOUD-2336 Add customers into groups via Service Desk page

Closed

JSDCLOUD-2934 Ability to create your own custom field from the same type as request participants

Closed

JSDCLOUD-1268 Support adding a Jira group to the "Request participants" field

Gathering Interest

JSDCLOUD-12360 Automation rule to add participants to requests (new "Add participant" action, ability to add participants in Create Issue action)

Gathering Interest

(5 is duplicated by, 13 is related to, 10 relates to)

Activity

People

Assignee:: edwin

Reporter:: shihab

Votes:: 1337 Vote for this issue

Watchers:: 780 Start watching this issue

Dates

Created:: 22/Jan/2014 11:19 PM

Updated:: 19/Sep/2019 6:09 AM

Resolved:: 28/Sep/2016 3:34 AM