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How can I allow my organisation to view requests that are awaiting approval

Brett Evans_979p9r

Currently we have an organisation setup on jira service desk (cloud) with sharing setup so people within the organisation can see issues logged by others within the organisation.

This workflow also has an approval stage before tickets are worked on.

Currently only tickets that have passed this approval stage are viewable by others within the organisation.

Do we have any way of allowing these issues awaiting approval to be seen by all in the organisation.

Accepted answers

Jack Brickey

this seems odd to me TBH. My experience is that if issues are shared w/ the Organization and assuming I add myself as a participant then I should be able to see all Open issue and Open includes 'not yet approved'. i'm perplexed as to why a customer would not see non-approved issues. can you verify that a customer that cannot see these is actually a request participant?

Susan Hauth _Jira Queen_

I second that seems odd? I don't know of any functionality that "hides" the request from the organization based on approvals? It's either shared up front, or at some point onwards, but the sharing is not dependent on status/steps

Curious?

All comments

Jack Brickey

Brett Evans_979p9r

They are a member of the organisation and the organisation is a participant.

Jack Brickey

note i have edited this as my original response was not clear or precisely accurate...

to be clear just because an issue is shared w/ the organization a member of the org will not receive notifications for an issue unless they choose to participate. Not if you have enabled the "Organization added" under Customer Notifications all customer in the org will receive the initial issue created notification but not the subsequent notifications. However, as a customer in an organization I can see all issues shared w/ the organization by using the “All” option in the portal.

Susan Hauth _Jira Queen_

Curious?

Brett Evans_979p9r

I see the following under my organisation (as do others in the organisation).

Because I am the approver for the workflow I can see this under the approvals.

When I approve an item it only then adds my organisation to be shared with.

This is despite the organisation being included on the creation form.

I've checked the workflows and they are not altering who it is sharing with on the transition.

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