Showing Issue Status to Customers

[Phillip Yero]

Is there a way in JIRA (or an existing plugin) for a customer to be able to submit a help ticket, have it be converted into a JIRA issue, and then be able to track the status of this and all other tickets they have submitted?

[C_ Faysal · Accepted solution]

if i understand it right you want customers to be able to rais an issue in your jira installation.

there is no need of extra plugin to do so.

the reporter of an issue will be informed about any updates/changes to the issue he created by default unless you make any changes to notification schemes.

you can modify a global dashboard using filter results that fit your needs (f.e. reporter = current user)

and share with your customers so they will see all their issues

to permit other peoples issues you need to set up issue-permissions

[JohnA]

Hi Phillip,

This can be done, but each user would require a login in the system and this would count against your license. However, if you are using an unlimited license then this wouldn't be a problem and you could just configure the "Issue Creation From Email" function configured to create issues from emails sent by customers to use the "Create Users" option, as described in this document: https://confluence.atlassian.com/display/JIRA/Creating+Issues+and+Comments+from+Email

All the best,
John

[Zul NS [Atlassian]]

You can have the customer informed using the mail notification in JIRA of the changes made in the issue they reported with the Notification Scheme https://confluence.atlassian.com/display/JIRA/Creating+a+Notification+Scheme