Customer Portal (JSM)

Advanced Links are also compatible with Jira Service Management. The Advanced Link field can be displayed on any type of request. Users can view and select searchable issues while creating a request. Selected issues will be linked to the corresponding issue in Jira.

This page will take you through configuration on the example of the Technical support ticket. Customer portal users need to see an Advanced Link field Related Licenses that returns a number of Licence issue types. Related Licenses is an outward field in the Account - License relation.

Issue type context

Go to your JSM project → Project settings → Request types.

Find the issue type assigned to the request type where an Advanced Links Field will be displayed, e.g. Technical support (request type) = Support (issue type).

Then go to Manage Apps → Advanced Links.

Find the required advanced link, go to the 3-dot menu and select Edit to open the Edit Advanced Link dialogue box.

From type field: enter the issue type from the JSM project e.g. Support (issue type).

Open

 

Open

Request type context

Back on the Advanced links page, go to the Advanced Link and select the required field (e.g. Related Licenses).

Next, select Edit Advanced Link field.

On the field configuration page select Customer Portal tab → Add the field to request.

Select the required project and the request type. Click Add.

After this step, the Advanced Link field can already be seen in the request from the Customer Portal.

Users can view selectable assets in the field’s drop down or browse and search for assets in a dialog. To open the dialog users need to click on the icon:

Users will see the selection saved after submitting a request:

Links made from the request view will also be carried over to the associated issue type.

Browsing permissions

Selectable issues in the customer portal are defined in the same way as in Jira - with a JQL request or with a Searching User feature (see https://stagil.atlassian.net/wiki/spaces/SAJC/pages/850428202/Create+and+Configure+Advanced+Links#Data-Logic).

Searching User field will define the issue scope according to permissions assigned to the selected user.

For example, some users cannot view any License issue types. Yet it is required for them to see License issue types in the Advanced Link drop-down menu in the Customer Portal. In this case, a searching user should be defined for the Related licences Advanced link field.

If the Searching User field is left empty, users will see only the issues they are allowed according to their individual Jira permissions.