Overview

HelpDesk allows your customers to do almost everything in the HelpDesk section – not only create, comment and view issues but also edit them, pass between statuses and much more!

Different settings can be applied according to your use case:

  • the customers can have the same or a specific issue view in the Customer Area (group-related);
  • the customers' actions with an existing issue in the Customer Area can be restricted mostly to their project permissions + there are some specific restrictions (group-related) within a whole Customer Portal

Setting Up

Issue Creating via Customer Area

By default, the Create Issues project permissions for a particular user defines if the user can create a request of a particular type (as each request type has a target project).

Note that not only a customer should have particular project permissions, but also the HelpDesk Superuser – in order to reflect the customer's actions in Jira.

However, you can apply extra restrictions and define who can create a particular request type by reserving the issue type creation for groups (other groups won't see the request types relevant to these issue types).

Navigate to HelpDesk Administration → Customer Area → Portals → Screen Schemes & Restrictions For Issues and specify which groups should be able to create particular issue types via the Customer Area.

  • Select a project
  • Select the issue types (or leave empty to apply to all issue types in the project);
  • Select a screen scheme to be applied;
  • Specify the groups of users who should be able to create those issues using the scheme (or leave empty to apply to everyone on the portal).

Example 1. Groups are empty = no special restrictions, everyone can create requests according to their Jira project permissions.

Example 2. Groups are specified for the Support Request type = only users of these groups can create the relevant requests. Everyone (according to their project permissions) can create the Bugs.


Issue View in Customer Area

By default, the customer area requests use the same screen schemes as their target issues, which means that customers see the same fields during issue creation, view, editing.

You can set the different issue displaying within the Customer Area:

Specify the Different Screen Scheme

You can set up the different screen schemes for the requests and even make them group-specific.

Just create a screen scheme as usual (Read about configuring screen schemes, Atlassian documentation) and specify for which project/issue type combination it should be applied in HelpDesk Administration → Customer Area → Portals → Screen Schemes & Restrictions For Issues.

  • Select a project for a specific screen scheme;
  • Select applicable issue types (or leave empty to apply to all issue types in the project);
  • Select a screen scheme to be applied;
  • Specify the groups of users who should be able to create those issues using the scheme (or leave empty to apply to everyone on the portal).

Example 1. An issue will look the same in the Customer Area as in Jira.

Example 2. The specific screen scheme applied for the Support Request issue type of the Apps Support project. This rule is applicable to everyone in the Customer Area.

Example 3. There are two different issue views for two groups (if a user is included in both groups, the first rule will be applied).

Restrict Some Issue Sections

These settings are not project-specific and will be applied to all issues in HelpDesk section. You can specify the groups of users who will be able to see particular information.

Navigate to HelpDesk Settings → Customer Area → Request Tracking and specify the relevant permissions for the groups.

Which fields and sections cannot be hidden in HelpDesk?

There is a list of the system fields and sections that cannot be hidden in HelpDesk independently from Jira:

  • Issue type
  • Description
  • Affected versions
  • Components
  • Priority
  • Status
  • Fix versions
  • Labels
  • Assignee
  • Reporter
  • Votes
  • Watchers
  • Created
  • Updated

Other Issue Actions via Customer Area

Some of the standard issue-related actions (such as creating, editing, passing and so on) work on the Portal and should be defined by the standard Project Permission Scheme of the particular project.

Note that not only a customer should have particular project permissions, but also the HelpDesk Superuser – in order to reflect the customer's actions in Jira.

Project PermissionWorks on the Portal
Browse Project(plus)
Manage Sprints(minus)
Assignable User(minus)
Assign Issues(minus)
Close issues(plus)
Create issues(plus)
Delete Issues(minus)
Edit Issues(plus)
Link Issues(minus)
Modify Reporter(minus)
Move Issues(minus)
Resolve Issues(plus)
Schedule Issues(plus)
Set issue security(plus)
Transition issues(plus)
Manage Watchers*(plus)
View Voters and Watchers(plus)
Add comment(plus)
Delete All comments(minus)
Delete own comments(minus)
Edit all comments(minus)
Edit own comments(plus)
Create attachments(plus)
Delete all attachments(plus)
Delete Own attachments(plus)


* note that the Manage Watchers permission requires the global Browse Users permission (as well as in Jira). Check carefully if you should grant this global permission to your customers.




Example: Allow your customers to decide should the ticked be closed or returned to work.

Special Issue Permissions (HelpDesk)

There are several actions provided by HelpDesk, check them here: