Resolve access, ticket-count, sharing and reporting problems.
Select one of the following questions:
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Why can my customer not see some service requests listed in the View I have shared with them? -
How can I restrict a User's access to the App ? -
Is it possible to configure which organization should see other organizations' tickets ? -
How to change chart colours? -
How can I create custom branding for my PDF reports? -
Can I change ownership for a VIEW? -
Applying Promo Code -
How to use JQL queries as Dashboard filters? -
Standard and Advanced editions: FAQs
Can customers filter a shared report by additional fields?
Yes. Customers can use fields enabled by a Jira administrator in Settings → Customization → Customer Portal. Portal Filters supplies default fields to all organizations and reports; Filter groups adds fields for selected organizations and reports. Customers open More Filters, select a field, choose values and select Apply.
Can different organizations have different filters on the same report?
Yes. Share the View with the relevant organizations, then create separate filter groups for the organization/report combinations that need different fields. A group can target selected reports or all reports already shared with its organizations. Matching groups add to the default field list; they do not replace it.
How do I keep a customer-specific field out of other customers’ filters?
Add the field only to a filter group for the intended organizations and reports. Do not add it to the global Portal Filters list or an All organizations group. Check other matching groups too: a field remains available if any applicable group or the default list supplies it. Read field-value warnings because some fields use Jira configuration values rather than organization-only request values.
Do customer filters let customers see more requests?
No. Customer filters narrow the shared report within its saved filters and the customer’s permitted request access. A filter group does not share the report or change organization membership. Clearing a customer selection does not remove the report owner’s saved restrictions.
Why do customers see different filters from an agent or another organization?
More Filters in an agent View and customer portal field availability are configured separately. Customer fields depend on the default list and groups matching the organization and report. An administrator can use Preview as a customer to check the effective fields. Reopen the portal report after settings change.
Configure default Portal Filters and filter groups
Use filters in the customer portal
Why is a custom field missing from a filter or report?
Ask a Jira administrator to check Settings → Data Sync & Projects → Projects → Fields. Unselected custom fields are excluded from the app. For customer filtering, also confirm the field is in the default list or a filter group matching the organization and report. Only fields offered by the field selector can be selected.
Data Sync & Project Configurations
How do I restrict a group from creating Views?
Open Settings → Permissions → Restrictions & Ownership. Under Restrict Groups, select the Jira groups you want to restrict. This setting controls View creation; app access is managed separately through Jira Global Permissions Page.
Can I automatically include groups when sharing Views?
Yes. In Settings → Permissions → Restrictions & Ownership, select the groups under Default Shared Groups. These groups are automatically added when sharing Views. Review the sharing selection before sharing the View.