Can all the users of the client see all the incidents created?

[Jordan Párraga Cedeño]

We are supporting a client, and you need everyone in your organization to see the open incidents in order to answer or simply see the resolution

[Petter Gonçalves · Accepted solution]

Hello Jordan,

Welcome to Atlassian community!

I understand that you would like to allow all the customers from a specific organization to access/comment on all tickets created, is it correct?

This functionality can be achieved by performing the following steps:

1 - Navigate your service Desk projects > Customers > Add all your customers to a common organization. For more information on how to perform it, you can check the documentation below:

Group customers in  Organizations

2 - Navigate to project settings > Project Settings > Customer Permissions

3 - In the section "Who can customers share requests with?", select:

• Other customers in their organization. Customers can share requests with their organization, and private requests that aren't shared. They can also search their organization for people to share with. Customers who aren't in an organization can't share requests.

Performing the steps above, the customer will be able to share their request with all other users in the Service desk project.

Things to keep in mind:

• If a ticket is created internally by an Agent of your Service Desk, the Agent must be in the same organization configured in the instance and will need to select the mentioned organization in the ticket in order to share it with the customers.
• Although the option "Share with" in the customer portal will default to the customer organization, there's no way to enforce the customer to select it. That been said, if they manually change the request to be private in that field, it will not be Shared to the other customers. We have a feature request to enable the customization of this functionality: Make Organization Field Required for certain projects

Let me know if this information helps.

[Jordan Párraga Cedeño]

Hello, thanks for the welcome and for responding.

You've helped me.

A greeting.

[Petter Gonçalves]

You are welcome, Jordan.

Have a nice week ahead.