Manage Access of Users and Organizations to the Jira Service Management Customer Portal

Overview

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 enables your admin the functionality to share with customers and organizations your JSM portal's specific reporting dashboards.

Global Settings - Global Access Restrictions

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.

Restrict access to the Customer Portal.png

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.

Issue Link Policy

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.

Only users with access to the Jira instance will be able to see this list. If the user doesn’t have the right permissions in Jira, the list won’t be displayed.

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.

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.

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.

Jira users won’t appear here, just users of your Customer Portal and organizations. Select the ones you’d like to provide access to.

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. 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.

Security enhancement: Issues/tickets without an organization won’t be available when filtering content! If an issue has an empty organization field, it won’t be shown.

Available gadgets

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.

Customer Portal

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

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