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When an organization provides premium support services through Jira Service Management (JSM), customers need a mechanism to access the reports, so they know if SLAs are being met or breached for example. Organizations resort to manual approaches like exporting JSM reports to documents, creating PDFs, and sending these by email (read our success stories about Unifly and Success Solutions).
With Dashboard Hub enables your admin can enable the functionality to share with customers and organizations of your JSM portals portal's specific reporting dashboards.
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Navigate to the Admin configuration > Dashboard Hub > Global Settings. In the Global Access Restriction section. Enable the toggle in “Restrict Access in the Customer Portal”.
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Now, customers Customers and organizations can now be added to VIEW dashboards through the JSM Customer Portal (EDIT is not permitted by users of the Customer Portal). In the next section, you’ll see how to grant access to dashboards to users of the JSM Customer Portal.
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Redirected to the issues in Jira. : When a user clicks in a link or chart section, the user is redirected to the list of issues in Jira. Note that only
Only users with access to the Jira instance will be able to see this list
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. If the user doesn’t have the right permissions in Jira, the list won’t be displayed.
Redirected to the list of requests in their service desk. : When a user clicks in a link or chart section, the user is redirected to the list of requests they have raised in the Customer Portal.
Not presented with the option of clicking to click through issue keys, charts, and graphs. : Users don’t have the option to click in links or chart sections.
Permissions for customers and organizations at the dashboard level
Users of Jira Service Management Customer Portals (i.e., customers) and organizations can now be granted access to VIEW dashboards. Customers and organizations can be selected in the Customer Portal section of the dashboard settings.
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Jira users won’t appear here, just users of your Customer Portal and organizations. Select the ones you’d like to provide access to.
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Content Filtering of shared dashboards
If enabled, this filter limits the content of the dashboard to the specific organization of the viewer. Thus, even if the viewer has access to this dashboard, the content displayed will be limited to issues/tickets belonging to her/his organization. Take Maria as an example. Her organization is Appfire, so Maria will see all the issues where she is the reporter and also, all the issues with Appfire as an organization.
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Security enhancement: Issues/tickets without an organization won’t be available when filtering content! If an issue have has an empty the Organization organization field, it won’t be shown. |
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It means that the content has been filtered for one of the aforementioned reasons mentioned above.
Customer Portal
When the customer accesses to the portal, a new “Dashboard Hub” Dashboard Hub option appears in the menu.
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