User Unable to See Ticket From Other Users

[John Decker]

I have a space in my Jira Service Management when a ticket is open the other members of the organization in the space not all users are able to see the all the tickets. There isn't a single user that can see all tickets in the space. We seem to have two different issues happening because some users can see 2 ticket and others can see 7. However both are missing ticket issues because there are a total of 14 tickets in the space. Suggestions and guidance greatly appreciated. 

[Trudy Claspill · Accepted solution]

Hello @John Decker 

Welcome to the Atlassian community.

Can you provide more information?

Within the JSM app there is a concept of Customer Organizations. You can assign user accounts to these Organizations. For each ticket in a JSM Space you can set the Organization field to one of the Customer Organizations that has been added to the JSM Space.

If the Organization field is set in the JSM ticket, then other users who are members of that Organization will be able to see the ticket through the Customer Portal.

Can you clarify if the Customer Organization is what you mean when you say "members of the organization"?

As @John Funk asked, can you confirm that the Organization field has been set in the tickets that are not visible?

Can you confirm that the users are trying to view the tickets through the Customer Portal?

[John Decker]

I was able to find that the Organizations field was not being added to the tickets. I was able to add the field in and the client can now see all the tickets via the portal. Thank you for your help! 

[John Funk · Accepted solution]

Hi John,

Is the organization populated on every ticket? Is the Organization in the Request Participants field? 

[John Decker]

This ended up being the fix. The Org field was not a part of our tickets in that space. I added it and the client can see all the tickets created for that org. Thanks,