Open customer portal reports and explore the charts and filters available to you.
Charts and Reports lets customers explore reports shared with their organization in the Jira Service Management customer portal.
A Charts & Reports option will become available in the Jira Customer Portal when you have installed the VIEW26 Charts & Reports Jira ServiceDesk App.
1. Click on the User Profile
2. Click on Charts and Reports
3. This will open the List of all the Views which are shared with the Customer’s Organization
4. Click on any of the Views to Open up the Report
5. Open a report to explore the charts and tables. Use the available filters to narrow its results.
The requests you can see depend on the View’s sharing settings and your Jira Service Management access. Customer filters narrow the report; they do not grant access to additional requests.
Filter a shared report
-
Open your profile menu in the Jira Service Management customer portal and select Charts and Reports.
-
Open a View shared with your organization.
-
Use Reported By or Organizations if you want to narrow the report by those options.
-
Open More Filters and select the additional field you want to use. The fields offered are configured by your administrator.
-
Choose values in that field’s filter, then select Apply to refresh the report. Repeat for additional fields if needed.
To broaden your selection again, clear a customer-selected value or remove that additional filter and select Apply. The report owner’s saved restrictions and your request access still apply. Your selections do not change the administrator’s filter configuration.
Why are my available filters different?
Your administrator can provide common default fields and extra fields for particular organizations and reports. Two customers may therefore see different fields on the same report, and one customer may see different fields on different reports. Adding a field to an agent View does not automatically offer that field to portal customers.
If a field or value is missing
-
Ask your administrator whether the field is enabled for your organization and this report. A filter group does not give access to a report that has not been shared with you.
-
Reopen the report after your administrator changes its available fields.
-
An empty set of results can mean no requests match the combination of the report’s saved restrictions and your selections. Clear your additional selections and try again.
-
Some dropdowns use request-derived values scoped to the group’s organizations; others use Jira configuration values. Your administrator can check any field-value warning.
Administrator guide: configure customer portal filters