How do I let any Service Desk Customer view any request in the portal?

[dan]

Issue Level Security is turned off on our project, but when a Customer logs in to the portal to try and view a request created by another Customer they are denied with an error that says 'No Access - You do not have permission to view this request.' I've tried to open up whatever permissions might be necessary for them to view the request but they still get this error.

The goal here is to let any customer revisit resolved issues so that they can be re-opened with a comment. If they cannot get access to requests made by other customers it will seriously disrupt our planned workflow.

How do I let my customers view all the requests on the portal regardless of who created the request?

[Susan Hauth _Jira Queen_ · Accepted solution]

Hi Dan,

You need to look at "Customer Permissions" and see what you have it set to.

If you want it wide open choose any of the 2 options below.  Hope that helps

Susan

[dan]

Thanks for the reply!

Unfortunately I think I already have that option selected:

I'm hoping for a solution where the Customer who creates the request does not need to manually share the request with other specific Customers. Even if there was a way to 'share with all Customers' I could train people to do that step but I'm not seeing the solution so far.

[Susan Hauth _Jira Queen_]

If a user only belongs to one organization, than the default is that the issue is shared with that single organization. 

Internally we set up so that all our users are in one organization.  But that might not work for you.

[dan]

Thanks for your help, Susan!

Creating an organization for Customers seems like the best fix for me. I created an organization and added all Customers that need to be able to see these requests to it.

Ideally the solution would be more automatic, but for now I'll just make the Customers who create the requests share the request with their Organization so everyone can see it.