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  1. Jira Service Management Cloud
  2. JSDCLOUD-9779

Allow the use of Affected Services field on the portal for customer accounts.

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      Problem Statement:

      Currently, if the Affected services field is added to the portal only the licensed users(Agents/Admins) are able to view and select options in this field.

      Suggested Solution:

      Extend this feature for portal customer accounts as well. 

            [JSDCLOUD-9779] Allow the use of Affected Services field on the portal for customer accounts.

            I have the same situation that  at the moment when we were ready for the rollout, i found out that Affected service field is only visible for licenced users, and not wor customers. This was big backward step for us and i'm very disappointed about that.

            Lauri Sinisaar added a comment - I have the same situation that  at the moment when we were ready for the rollout, i found out that Affected service field is only visible for licenced users, and not wor customers. This was big backward step for us and i'm very disappointed about that.

            Anton Bates added a comment - - edited

            As a short term approach, those 'workarounds' might be useable for some (and I'm using one of them, but it's clunky and shouldn't be necessary). They are now both chargeable approaches (after latest updates - automation is no longer free after a certain amount) for something that is a common and basic need for a customer (internal or otherwise).

            We do need this to be fixed via the portal. This is for ITSM, a customer facing item. We are not all software development houses like Atlassian. Some of us have internal customers too and wouldn't dream of them being licensed users.

            Anton Bates added a comment - - edited As a short term approach, those 'workarounds' might be useable for some (and I'm using one of them, but it's clunky and shouldn't be necessary). They are now both chargeable approaches (after latest updates - automation is no longer free after a certain amount) for something that is a common and basic need for a customer (internal or otherwise). We do need this to be fixed via the portal. This is for ITSM, a customer facing item. We are not all software development houses like Atlassian. Some of us have internal customers too and wouldn't dream of them being licensed users.

            Atlassian support provided these as "workarounds" for the problem. 

             

            1. Changing these customers to agents.
            1. Creating a custom field that matches the Affected services and using automation to link them
            1.  Use of Assets and automation in order to allow customers to select an object from an Assets object custom field where the object has the relevant services referenced in an attribute

             

             

            Kalle Jämsä added a comment - Atlassian support provided these as "workarounds" for the problem.    Changing these customers to agents. Creating a custom field that matches the Affected services and using automation to link them You can find some examples here:  Automation for Jira - Different ways to copy the value of a field into another field  Use of Assets  and  automation  in order to allow customers to select an object from an Assets object custom field where the object has the relevant services referenced in an attribute   How to set the 'Affected Services' field from referenced services on an Assets object attribute via automation for Assets    

            Any news here? Creating own field which just duplicates this functionality is quite strange...

            bartlomiej.siwek added a comment - Any news here? Creating own field which just duplicates this functionality is quite strange...

            Not having the option to ask Customers what Service is affected renders the Field useless for all our use cases. We'll have to configure another custom field to then populate the Affected Services accordingly....

            Rebekka Heilmann (viadee) added a comment - Not having the option to ask Customers what Service is affected renders the Field useless for all our use cases. We'll have to configure another custom field to then populate the Affected Services accordingly....

            This feature request is way to short thinking. We manage our ICT Services in its own Assets Object schema and I would like to be able to just re-route the "affected services" field to a custom object type. With the ability to do this, you could easily create other custom fields and show them in the customer portal and where every you need to.

            Christian Schneider added a comment - This feature request is way to short thinking. We manage our ICT Services in its own Assets Object schema and I would like to be able to just re-route the "affected services" field to a custom object type. With the ability to do this, you could easily create other custom fields and show them in the customer portal and where every you need to.

            Stephen Laurin added a comment - - edited

            Now, Affected Services are getting even more central with the new integration with Compas, but they are still unavailable to the customer. I think it is getting even more urgent to have this bug fixed.
            At the moment, It is literally running all the education effort we put toward the new Jira Service Management (most of the time with Standard licences) users to understand the Jira concepts and features and how to take advantage of them.

            Stephen Laurin added a comment - - edited Now, Affected Services are getting even more central with the new integration with Compas, but they are still unavailable to the customer. I think it is getting even more urgent to have this bug fixed. At the moment, It is literally running all the education effort we put toward the new Jira Service Management (most of the time with Standard licences) users to understand the Jira concepts and features and how to take advantage of them.

            Wade H added a comment -

            Hello, please prioritize this request, we have to use a license for a customer in order for them to be able to use this field on a form.

            Wade H added a comment - Hello, please prioritize this request, we have to use a license for a customer in order for them to be able to use this field on a form.

            We should be able to communicate 'Affected Services' to the customer for INC / PRB / CHG via the portal.

            Surely it would have taken more effort to lock this to only licenced JSM users... Why? I don't understand the benefit to being locked to licenced users? Was it implemented at a time where Insight Objects couldn't be displayed to customers? 

            This isn't even assigned to anyone so I'm just sort of screaming into the void here...

            David Meredith added a comment - We should be able to communicate 'Affected Services' to the customer for INC / PRB / CHG via the portal. Surely it would have taken more effort to lock this to only licenced JSM users... Why? I don't understand the benefit to being locked to licenced users? Was it implemented at a time where Insight Objects couldn't be displayed to customers?  This isn't even assigned to anyone so I'm just sort of screaming into the void here...

            This is the worst thing, we din't know about this limitation, our project is already live and our customers are facing the same issue. This ticket is pending since 2021, why have any action not been taken? If it is limited to Service Desk Team then why its allowing to adding add this field on Portal?

            Siddesh Mahajan added a comment - This is the worst thing, we din't know about this limitation, our project is already live and our customers are facing the same issue. This ticket is pending since 2021, why have any action not been taken? If it is limited to Service Desk Team then why its allowing to adding add this field on Portal?

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              74e7fd576f90 Prathiksha
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                Created:
                Updated: