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Suggestion
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Resolution: Low Engagement
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None
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0
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4
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Allow customers with JIRA Users global permission to access requests through JIRA instead of customer portal
As an administrator, I would like my customers, who also have JIRA Users global permission, to be able to access Service Desk requests from the regular JIRA interface instead of having to go to the customer portal.
As a customer, who also uses JIRA as a JIRA User, I would like to be able to access Service Desk requests reported by myself.
- I need to be able to search for requests in issue navigator.
- For example, when searching using JQL "reporter = currentUser()" all of my JIRA issues should be returned, including Service Desk requests.
Use Example:
- As a customer, I have create issue permission to a Service Desk project and created a new Service Desk Request using JIRA's create issue interface. I am now unable to find that issue when searching in issue navigator. I should be able to find the issue I reported.
This feature request is to make it so that they can at least "access" the issues from JIRA, and does not seek to specify how that access is given.
- For example: When accessing an issue from JIRA, the customer could be taken to the JIRA issue view or they could be directed to the issue in the Customer Portal.
- Please feel free to add comments to this suggestion with how you would like to see this access implemented
One workaround that is currently in use would be JIRA administrators giving customers Browse Project permission so that the customers can view issues in JIRA. This causes Service Desk permission errors to appear and also gives customers access to internal comments.
- is related to
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- Gathering Interest
- relates to
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- Closed
[JSDSERVER-1517] Allow customers with JIRA Users global permission to access requests through JIRA instead of customer portal
We really need Browsing and that was actually done because our Service Desk customers are our employees and only our employees. One of the needs is for them to be able to see/edit/comment all the issues. In case someone is on PTO or leaves the company.
Overall what we're looking for is to be able to use the Service Desk either thru Jira or thru the Portal without loosing functionality on either side. In essence you've made it so that even if you have Jira users you have to use the Portal. The portal is great but if you already use Jira why make people have to go to another interface to enter issues just because they are Service Desk types?
I would think you could apply all the same permissions, notifications, etc. within Jira thus allowing people to use it either way.
Hey tevans,
Is this suggestion from a customer? If yes, could you link the SAC issue please.
Hi,
Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.
This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).
We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.
To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.
Regards,
Jira Service Management, Server & Data Center