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  1. Jira Service Management Data Center
  2. JSDSERVER-5932

Provide better support for "announcement" service desks that are read only

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    • Icon: Suggestion Suggestion
    • Resolution: Low Engagement
    • None
    • Customer Portal
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    • 1
    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      Some customers may wish to utilise a read only service desk (where customers cannot raise issues) and have agents raise issues to be shared with various organisations.

      This is currently possible to implement now (by removing the "Create Issue" from the "Customer Portal Access" group - although you'll run into this bug).

      Even if the bug were to be fixed, the portal isn't necessarily designed for a read only state. It'd be great to be able to mark a Service Desk Project as a "Read Only for Customers" project, which would cover a number of things:

      1. When you remove the "Customer Portal Access" group from the Create Issue Permission, Jira will alert you saying that the permission scheme has errors (but it's perfectly valid for this use case)
      2. The portal view should let users know that they can't create a request, but can see requests shared with them or their organisations (and link to the appropriate views)
      3. The portal view should also make it clearer that if they do need to raise a request, they can visit the other help desks in the system (and should refer them back to the list of Service Desks).

            [JSDSERVER-5932] Provide better support for "announcement" service desks that are read only

            Alex Cooksey made changes -
            Resolution Original: Won't Do [ 10000 ] New: Low Engagement [ 10300 ]
            Status Original: Closed [ 6 ] New: Closed [ 6 ]
            Charlie Marriott made changes -
            Resolution New: Won't Do [ 10000 ]
            Status Original: Gathering Interest [ 11772 ] New: Closed [ 6 ]

            Charlie Marriott added a comment -
            Atlassian Update – 5 March 2021

            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,

            Charlie

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 5 March 2021 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, Charlie Jira Service Management, Server & Data Center
            Katherine Yabut made changes -
            Workflow Original: JAC Suggestion Workflow [ 3012559 ] New: JAC Suggestion Workflow 3 [ 3649856 ]
            Owen made changes -
            Workflow Original: Confluence Workflow - Public Facing v4 [ 2747581 ] New: JAC Suggestion Workflow [ 3012559 ]
            SET Analytics Bot made changes -
            Support reference count New: 1

            Kash added a comment -

            We have a use case for this with a Change Management style SD where the support team would raise changes, and in various states it will send notifications to subscribed customers. The SD has change templates for various services that Service Desk users can raise via the portal, however the request templates should not be visible at all to customers. Removing the "Create Issue" permission hides the request templates from general view, but a customer can still do the following:

            1. Login to the Service Desk portal
            2. Navigate to issues `SHARED WITH MY ORGANISATIONS` to see a Change issue shared with them (related bug: JSDSERVER-5922)
            3. Click on the issue to go to the detail view
            4. Above the issue title where it says "Help Center / <PROJECT-TAG> / <PROJECT-TAG>-<ISSUE-NUMBER>", click on the project tag so it redirects you to the portal url for the "Change Management" Project: "/servicedesk/customer/portal/2" (or if the customer knows the url they can navigate directly here after logging in)

            Undesired behaviour after step 4:

            • You can see the issue categories / groups on the left panel (for all the change issue templates you've configured), but see this message on the right: "You need permission to create a request through this Service Desk."
            • You can use the search bar to find request types that are under the "Change Management" portal, which seems to be a bug because it's correctly hidden in the previous step
            • You can click into the request type and get a form to create an issue. When you then attempt to "Create" the issue after filling in the details, the form submission correctly fails and gives the following response: "You do not have permission to create requests using this Portal."

            Kash added a comment - We have a use case for this with a Change Management style SD where the support team would raise changes, and in various states it will send notifications to subscribed customers. The SD has change templates for various services that Service Desk users can raise via the portal, however the request templates should not be visible at all to customers. Removing the "Create Issue" permission hides the request templates from general view, but a customer can still do the following: Login to the Service Desk portal Navigate to issues `SHARED WITH MY ORGANISATIONS` to see a Change issue shared with them (related bug:  JSDSERVER-5922 ) Click on the issue to go to the detail view Above the issue title where it says "Help Center / <PROJECT-TAG> / <PROJECT-TAG>-<ISSUE-NUMBER>", click on the project tag so it redirects you to the portal url for the "Change Management" Project: "/servicedesk/customer/portal/2" (or if the customer knows the url they can navigate directly here after logging in) Undesired behaviour after step 4: You can see the issue categories / groups on the left panel (for all the change issue templates you've configured), but see this message on the right: "You need permission to create a request through this Service Desk." You can use the search bar to find request types that are under the "Change Management" portal, which seems to be a bug because it's correctly hidden in the previous step You can click into the request type and get a form to create an issue. When you then attempt to "Create" the issue after filling in the details, the form submission correctly fails and gives the following response: "You do not have permission to create requests using this Portal."
            Dave Norton created issue -

              Unassigned Unassigned
              dnorton@atlassian.com Dave Norton
              Votes:
              2 Vote for this issue
              Watchers:
              1 Start watching this issue

                Created:
                Updated:
                Resolved: