Manage access to the Jira Service Management Customer Portal

When an organization provides premium support services through Jira Service Management (JSM), customers need a mechanism to access the reports so they can see 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).

Dashboard Hub lets your administrator share your JSM portal's specific reporting dashboards with customers and organizations.

Navigate to the Admin configuration > Dashboard Hub > Global Settings. In the Global Access Restriction section. Turn on the toggle for Restrict Access in the Customer Portal.

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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, we’ll explain how to grant access to dashboards to users of the JSM Customer Portal.

You can control how links behave in the dashboards shared through the JSM Customer Portal:

• Redirected to the issues in Jira: When a user clicks a link or chart section, the user is redirected to the list of issues in Jira.

• Users are redirected to the list of requests in their service desk: When a user clicks a link or chart section, they are redirected to the list of requests they have raised in the Customer Portal.

• Not presented with the option to click through issue keys, charts, and graphs: Users cannot click links or chart sections.

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.

You can create a single dashboard for all your organizations (for example, to showcase your public roadmap or work in progress). Just select the option Allow any organization.

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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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If selected, this filter limits the dashboard's content to the viewer's specific organization. Even if the viewer has access to this dashboard, the content displayed will be limited to issues/tickets belonging to their organization. In the screenshot above, you can see Maria’s organization is Appfire, so Maria will see all the issues where she is the reporter and all the issues with Appfire as an organization.

This filter applies only to data from the local Jira instance (all Jira Service Management gadgets, but also the JQL Custom Charts, Formula Cards, Cycle Time, and Lead Time gadgets); data from other gadgets or external instances won’t be displayed.

If the user sees a gadget with the following message:

You cannot view the content of this gadget. The person sharing the dashboard has activated the “Content filtering” functionality.
Contact the person sharing this dashboard for further information.

It means that the content has been filtered for one of the aforementioned reasons.

When the customer accesses to the portal, a new Dashboard Hub option appears in the menu.

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This option redirects the customer to a window with all the dashboards to which this customer has been granted access.

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• Manage Feature Management

• Manage Datasource Restrictions — Manage global restrictions for datasources

• Manage Permissions on Datasources — Set use and/or edit permissions at datasource level.

• Manage Restrictions on Datasource Creation

• Dashboard permissions — Set view and/or edit permissions at dashboard level.

• Manage Global Access Restrictions — Set global access restrictions to indicate what users can do with the app