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 Sharing requests with participants

We have released a fix to support the JSM customer role being able to share their JSM request with others. This is no longer a complete limitation. - 18 July 2022

However, two imitations exist with the 1st and 2nd settings, as marked by the arrows in the below screenshot.

1st setting - JSM customer roles cannot share their request if this setting is used.

Fixing this limitation is only possible if the issue here is fixed: https://jira.atlassian.com/browse/JSDCLOUD-11597. Please vote and/or comment on the issue if it impacts you.

2nd setting - the request can’t be shared when searching for other customers within the same project by entering an email address or name. However, the request can be shared when searching for a name within the same organization.

Fixing this limitation is only possible if the issue here is fixed: https://jira.atlassian.com/browse/JSDCLOUD-11818. Please vote and/or comment on the issue if it impacts you.

 Sharing requests with organisations

Limitations

  1. When a JSM customer creates a request, they cannot add organisations to it.

  2. The request view doesn't show which organisation(s) the request is shared with. 

Possible workaround

JSM customers can view all the organisations they are a part of as well as the requests shared with them via those organisations.

  1. Go to the avatar menu > My Requests

  2. Change the filter Created by me to Shared with my organisations.

Note that this only works if all the service desks linked to those organisations have been added as projects into your Refined site.

What we are doing to solve these limitations

We are in continual contact with Atlassian to improve the APIs. To track the status, see the Atlassian tickets. Please vote or comment on the tickets that are related to these limitations, so that Atlassian can also hear your feedback.

 Links in invitation email

Links in invitation email

When adding a customer to a JSM project, by default the customer will receive an email with a link to complete the signup.

When the customer has completed the signup, they are taken to the default Jira Service Management Help Center portal (with xyz.atlassian.net URL), and not the Refined one, and currently the limitation is that Refined cannot redirect the user back to the Refined site.

Workaround

Because the user needs to complete the signup, our workaround suggests keeping the signup link, but make an addition.

  1. Go to Service Project > Project Settings > Customer notifications.

  2. Edit the one for Customer invited.

  3. Below the text to complete the signup, add in the following:

Once you are done with signing up, find the support portal at [BANANA IT
Service Desk|https://xyzYourDomain.refined.site/portal/43]

This will prompt the user to

  1. Complete the sign up

  2. Close the tab and go back to the Service Desk on the Refined Site.

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