How to view all requests in Service Desk Portal

Question

Hello community!

I have two service desk projects, both of which I am an administrator for.

When I view the web portal, and select Requests in the upper right of the page, I am not able to see all of the tickets for the project. I selected 'Any status' and 'Created by anyone', and still nothing.

On top of being an administrator, I am also currently assigned to all of the tickets!

It appears that no matter what I do, I am only able to see tickets that I created.

Am I missing something here? Do I need a different role?

Thank you in advance!

Angélica Luz · Accepted Answer

Hello Ben,

Thank you for reaching out to Atlassian Community!

The customer portal was created for customers to check the issue where they are reporter, participant or if the ticket is shared with the organization they are a member of.

Even being an administrator, it's not possible to see all tickets in the customer portal because the filters are restricted to assignee, participants, and organizations. Also, the customer portal won't show all fields, transitions or options for comments, for example, since it's very simple and for customers.

As an administrator, you need to access the menu Filters in Jira, so you will be able to see all tickets from projects you have access to.

Regards,
Angélica