Jira Service management - share ticket details to all users

[Yaron Norani]

Hi,

We are using JSM.

Each customer opened a ticket.

We have a group of customers (internal customers) . We want to supply for them a visibility to see the progress of all tickets opened by the group members.

They do not use agent license.

How can we perform it?

The currentportal does not reflect all ticket data + does not allow me to see my group opened tickets.

Using JQL simple queries did not solve it since the users could not see query results - since it is a JSM based project.

[Pramodh M]

@Yaron Norani 

Use Organization concepts to share the tickets within the members of Organization

Create a organization with group of members in the respective orgs and share the tickets with org to allow the users to see the tickets

Thanks

[yaronno]

Thank you.

Will I be able to add additional data to the portal as well? Additional fields I want to show to the customer while browsing the ticket progress. Not as mandatory field when submitting. 

[Pramodh M]

@Yaron Norani 

Additional fields Cannot be added as of now

You need to use the "Extensions for JSM" Add-on to show the extra fields in Portal

[Yaron Norani]

Thank you.

Can you please clarify the first comment ?

"Use Organization concepts to share the tickets within the members of Organization"

I have created an organization. How to share and how to see my organization tickets ?

[Josh Costella]

@Yaron Norani Once you have the organization created, you can update existing tickets via bulk update. 

https://confluence.atlassian.com/jirasoftwareserver/editing-multiple-issues-at-the-same-time-939938937.html

[Pramodh M]

You have an option to share the tickets to Organization in Portal

Also in Jira, if you see the Organization field that is what I'm talking about, fill in the Organization Field with the value you have created.

In the Customer Portal, you need to choose the filter created by anyone to see all the tickets!

Let me know if you have any queries

Thanks

[yaronno]

Thanks!