Next-gen project - agent permission

[Matteo Turina]

I created a new-gen project on Jira Service Desk. Since only specific users should be able to see the issues, I changed the permission settings to private and configured the customers as agents and the resolver groups as administrators.

I want the customer A, enabled on project X, to see the issues opened by customer B on project X. Is that possible somehow?

[Angélica Luz]

Hello Silvia,

Welcome to Atlassian Community!

On Jira Service Desk it’s possible to share tickets with other customers and also a group of customers that is called Organizations.

In your use case, as both customers have permission on Project X, for customer A to also see the ticket created by Customer B, they need to be added as a participant of the ticket.

Customer B can share the ticket through the customer portal by clicking on “Share” and agents can add the customers through the “Request participants” field.

• What are request participants? 

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica

[Matteo Turina]

Hi Angelica, 

Thanks for your answer. Is there any way to aumatically add a group of people as participants, for example in request settings or automations?

Thanks,

Silvia 

[Angélica Luz]

In this case, it would be necessary to add an Organization instead of Participants. Participants are people added separately and the Org is a group of customers.

When a customer belongs to an Organization, when creating the ticket they can share it with the Org or create a private request.

• Jira Service Desk: Grouping Customers into Organizations
• Group customers in organizations
• Add an organization to a service desk project