Creating Team Shared Tickets - Jira Service Desk

[Dominik Schanz]

Hello Community,
We are experiencing an issue with the Jira Cloud Service Desk. Previously, when Customer creating a ticket via Jira Service Desk, the customer had the option to choose whether they wanted to share the ticket only with themselves or with a group before saving it.

This option is no longer available. We now have a new project and are wondering how we can get this option back, or at least make the ticket visible to everyone in a team!
?

[Nikola Perisic · Accepted solution]

Hello @Dominik Schanz 

In your service management project, have you checked the Customer permissions?

Make sure that the first checkbox is checked. The other options are according to your needs.

[Dominik Schanz]

Yes its checked. 

We haven't changed anything in the permissions for months! Even in the projects that existed previously, it is no longer possible to make this selection when entering data via Jira Service Desk.

[Nikola Perisic]

Okay, have you seen this article: https://confluence.atlassian.com/servicemanagementserver/managing-access-to-your-service-project-939926273.html

[Marc -Devoteam-]

Hi @Dominik Schanz 

In the new space, are you making use of Organisations in the space?

I suspect not, then the Share option is not available on the request on the portal.

[Dominik Schanz]

I understand, but even in existing projects, the selection is not available in the Service Desk.

[Marc -Devoteam-]

Hi @Dominik Schanz 

If a JSM s[ace is not making use of Organisations, this option is not available.

Organisations to store customers needs to be used.

The Organisations can be found on the Customer option on a JSM space.

Otherwise, please show a screenshot on what you think is missing on the jsm space 

[Dominik Schanz]

Where exactly does this need to be selected so that organisations want to use it? It's very strange that we never changed anything in the settings – perhaps through an update?

Where can I activate the organisation function for the projects/spaces?

[Marc -Devoteam-]

Hi @Dominik Schanz 

This is not a function, you need to create or add organisations to the JSM space.

Check you space where this field is usable. Go to this space and select the option "Customers" from the side bar, in this window, you will see Organizations as well. are there any listed?

On the new JSM space, do the same are there any listed?

[Dominik Schanz]

In these Spaces, I can only add customers with the corresponding roles. I do not see an option to add an organisation.

[Marc -Devoteam-]

Hi @Dominik Schanz 

Not in space settings, I didn't mention these.

The "customer" section in the normal space options (not in settings)

[Dominik Schanz]

Sorry i dont understand what do you mean with .. 

The "customer" section in the normal space options (not in settings)

Do you mean that ? 

or do you mean here 

Do you have A Screenshot? 

[Marc -Devoteam-]

Hi @Dominik Schanz 

When you access a JSM space.

It shows you the queues and all other options of the project, there is a Customer option there?

If you don't see the queues or other options, it means your user is not part of the role Service Desk Team on that project, make sure you are.

Then you will see all the project options, including "customers"

[Dominik Schanz]

Great, I found it. Thank you! One more question... I have to re-invite the customers/organisation participants from the Organisation area, right?

Can I add the existing users from the Customers area to an organisation later, or do I have to invite them again?

[Marc -Devoteam-]

Hi @Dominik Schanz 

You can add organisations that are existing in your instance, just add them by typing there name.

Or create new ones if they don't exist and you can add existing customers to organisations.