We are using JIRA for project management now, but we are investigating how we can use JIRA as helpdesk tool for our customers. My question is is it possible to use JIRA both for project management and for helpdesk at the same time?

[Klara Carkic]

Is it possible to configure JIRA so that developers and customers have access to the same project, but to the different views? Like developer can see all information, but customer only status or reports?

Thanks in advance for your answer!

[Nic Brough -Adaptavist- · Accepted solution]

Not really - that needs "field level security", which Jira does not do. See https://jira.atlassian.com/browse/JRA-1330 for request, discussion and workarounds.

(To save you a bit of a trek through that, https://plugins.atlassian.com/plugin/details/23216 might be worth a look too!)

[Jobin Kuruvilla [Adaptavist]]

I agree to Nic on the field level security. I didn't notice that you wanted to use the same project for both!

[Nic Brough -Adaptavist-]

You can do a lot with issue security, but that would mean doing things like

• Having different issue types for status reports, and/or
• having automatic scripts to decide what security level an issue falls into

[Klara Carkic]

Thank you for your input! I'm just investigating different option and learning more about JIRA. I'll check links above and come back with some comments and/or more questions.

[Pavel Zubov]

Hi, Klara!

Yes, it is possible. You can also take a look at Customer Case add-on for JIRA Cloud.

It is an alternative to JIRA Service Desk. It also creates a customer portal with the list of support forums (shared JIRA projects are used). So your developers will work with tickets in JIRA, and customers will have their own interface for submitting issues and tracking their status.

You can find more details at https://docs.stiltsoft.com/display/CustomerCase or contact me at pzubov@stiltsoft.com.

Regards.

[Jobin Kuruvilla [Adaptavist]]

I would say so. Especially because of the different schemes available. Have a look at the following resources for JIRA as helpdesk:

http://confluence.atlassian.com/display/CONFEVAL/Using+JIRA+for+Helpdesk+or+Support

http://confluence.atlassian.com/display/JIRA/JIRA+as+a+Support+System

[Klara Carkic]

What about security level and Issue Security Scheme? You can give permission(s) to customer to view issues. What is limitation here? You can set security level for customer to only view some issues, but not a particular information for each issue?

How it works for anonymous users?

[Klara Carkic]

Answers to JRA-1330 and proposed workaround are very detailed and helpful. Second workaround explained in comments is is easier to understand for someone who does not have much of JIRA experience as me.

Also information and comments about Quisapps plugin are helpful.

Are both solutions related to hosted version of JIRA?

What solutions are there for onDemand version?

Also, after checking different types of reports I was not able to find information about which user role is needed to also view reports? (e.g. like customer can view its own issues and report showing all reported issues, resolved and not resolved issues)

If issue is created by e-mail user who does not need user account, is it possible for user to view some reports (e.g. like reports showing all issues reported for that project/customer)?

[Jobin Kuruvilla [Adaptavist]]

OnDemand doesn't allow thrid party plugins but you can have schemes, workflows etc configured as you wish. So maiing selected fields editable using workflow operations will work.

Any user who has Browse permission can see the reports and the reports will show all issues visible to the user. You can hide selected issues using issue security schemes.

All users however need a user account unless you open JIRA to anonymous access or use a generic account for them!