How to let all service desk customers to see all Tickets from his team

[Luiz Moura]

I looked everywhere on JIRA, but I couldn't be able to find any "VIEW ALL ISSUES" option.

I have admin access to the project, and tried to change schemes, permissions access, giving Direct Access, but couldn't find a place where:

Customer A: open an Issue/ticket at the Help Desk

Customer B: Can see the customer A ticket.

They are on the same team.

What I need is to every person in a group or team could see all tickets raised for the Team.

[Elitsa Velikova _Nemetschek Bulgaria_ · Accepted solution]

Hi @Luiz Moura ,

If you want customers to see all requests in the service desk, even beyond organization-based access, the Advanced Portal Reports app can help:

• It provides a "Show All Requests" option, which allows JSM administrators to make all requests in the service desk visible to customers. This works even if customers are not part of the same Organization or were not manually added as participants.
• Customers can see, search, filter, and export all requests on the portal.

You can see more here: https://tools4teams.atlassian.net/wiki/spaces/APRFJSM/pages/1509097903/Show+all+requests+in+the+report

Best regards,

Elitsa

[Valerie Knapp · Accepted solution]

Hi @Luiz Moura , welcome to the Atlassian Community and thanks for your post. 

Generally speaking, the users that can see all of the tickets are agents, not customers.

What might be possible would be to have some kind of automation to add people on the same team as request participants on their team-mates' issues. Would that work for you as a solution? You mean for these people to access all of these tickets in the portal?

Let me know what you think. 

Best wishes

[Valerie Knapp]

Please check out this knowledge base article, which might also help https://support.atlassian.com/jira/kb/how-to-add-group-members-as-request-participants/ 

[Luiz Moura]

Thank you very much for the fast answer @Valerie Knapp I'm working on a solution with the automation alternative you gave.

Best Regards!