View on Customer Portal
Customers can open the dialog in two ways:
- Direct link: add
#openMyRequestsDialogto the end of your customer portal URL. The dialog opens as soon as the page loads, and customers can bookmark the link. - Profile menu: select your profile picture in the native JSM customer portal and then select UniPortal.
Which dialog a customer sees depends on the Jira groups and JSM organizations they belong to. UniPortal shows the first matching dialog variant, or the Default (everyone else) dialog if none matches. See Dialog Variants.
Header and navigation
- Your logo and header text appear at the top of the dialog.
- HTML blocks appear above and below the external links, for banners and notices.
- External links appear as cards with an icon, a title, and a description, and each one opens a URL you configure. A link to the customer portal of a connected instance appears only for customers who have access to that portal.
- Each connected instance has its own tab, whether it is JSM, Salesforce, or Azure DevOps. An instance without a request tab doesn’t appear, and when only one instance has tabs, no instance tab bar is shown.
- Each instance can have up to 10 request tabs, each with its own columns and filters. The tab strip appears when an instance has more than one tab, and extra tabs collapse into a +N menu.
- A Go to Help Center tile starts the row of counters. You can hide it for a tab with Show Go to Help Center tile in Request Tabs. The other tiles then close the gap.
- Each JSM tab can show up to three JQL counters that summarize ticket data.
The request table
- Admins configure the columns for each tab. This includes fields such as SLA and Assets, which the native JSM view hides.
- Selecting a counter filters the table by its JQL. Selecting it again clears the filter, and only one counter can be selected at a time.
- Search matches the summary of a request. It finds text that starts with or contains what the customer types.
- The status filter offers Open requests and Closed requests, and a list of statuses for each space, grouped by space name. Customers can select Open requests and Closed requests together, or several statuses together. Selecting from one group clears the other. In the filter, the statuses use the Jira status category colors, and Open requests is grey and Closed requests is green.
- Results sort by the most recently updated request by default.
- Load more at the bottom of the table loads further results, and the table header stays visible while customers scroll.
- Only the selected tab loads. When customers switch to another tab, UniPortal opens it afresh and clears the selected counter.
- The summary and the key of a request open its page in the customer portal.
Request visibility
What a customer sees depends on the tool behind the tab.
A customer sees a request only if it belongs to a service space they have customer access to, and they are one of the following:
- The reporter
- A request participant
- An approver
- A member of an organization associated with the request
Being a customer in the same space as a colleague isn’t enough on its own.
The rule differs by space type:
- Company-managed (classic): a request counts as a customer request only if its request type field is set. A request is open when it has no resolution, and closed when its status category is Done and it has a resolution.
- Team-managed: there is no request type condition. A request is closed when its status category is Done, and open otherwise.
A Tab JQL can only narrow this list. The rule above always applies on top of it.
On the instance where UniPortal runs, UniPortal doesn’t check Jira permissions such as Browse projects. On other connected instances, Jira applies the customer’s own permissions. The same customer can therefore see different numbers of requests on the local instance and on a remote one.
A portal-only customer has a different account on every site. On another connected instance, UniPortal therefore looks up the customer’s account by their email address and uses the account with exactly that email. If the customer has no active account there, or their email is hidden by their privacy settings, the tab shows no requests and the counters show 0.
A tab shows the records of the selected object. If you select an Email matching field (optional), a customer sees only the records where that field matches their email address. Without it, every customer sees all records of the object.
A tab shows the work items of the selected project. Every customer sees all work items of that project, so connect only projects you want every customer of the dialog to see.
To set this up, see Request Tabs.