How to redirect customer portal users to specific issues from Dashboard Hub gadgets when using the Dashboard Hub Pro App

This article outlines a workaround to improve the customer experience by enabling direct access to specific issues using a calculated column in the gadget configuration.

Overview

When sharing dashboards with Jira Service Management (JSM) customer portal users, Dashboard Hub currently supports an issue link policy that redirects users to the list of requests in their service desk. However, this default behavior only shows open issues, making it difficult for customers to view specific issues that they clicked on.

Problem

By default, when the following setting is enabled in the app’s Global configuration:

Global Settings → Issue link policy → Users are redirected to the list of requests in their service desk

Clicking on a request from a dashboard shared in the JSM customer portal will redirect users to a filtered list of their open requests, not the specific issue they clicked on.

Workaround

To work around this, you can configure your gadget Jira Custom Charts to include the Customer Portal field in the calculated column that generates direct links to specific issues.

Steps to Configure:

Configure the Jira Custom Charts gadget by adding a saved filter or custom JQL query.
Remove the Key from the Columns section and include the Time to first response and Time to resolution fields(optional).
In the Calculated columns section, select the Customer Portal field.
Save the gadget configuration.

Results

Users can click the issue links, and they will be redirected to the specific issue.