Automated ticket sharing among customers/organisations

unknown

Hi,

 

I have a client that would like to share her tickets with her colleague and vice versa, I've added them both to an organisation, however, without going through their tickets and manually added each of them as participants, they are unable to see the information.

I've also tried to create a custom automation with no avail.

The "View Requests" section of the help centre has a filter for view my tickets vs view all tickets so surely it's possible?

 

Thanks in advance!

Angélica Luz

Hello Steph,

Welcome to Atlassian Community!

When a ticket must be shared with a customer, it's necessary to go one by one to share with an organization or to add customers as participants.

If there are many tickets that must be shared, you can use the bulk update option. Go to Filters > Search for issues and filter all the necessary tickets that must be shared. After that, click on … on the top right corner > Bulk change all X issues > Select all tickets > Next > Edit issues > Next > Change organizations > Next > Confirm > Acknowledge.

For future tickets, then the customer can share the ticket with the organization at the moment the ticket is being created or add the other person as a participant after the ticket is created.

The "View Requests" section of the help centre has a filter for view my tickets vs view all tickets so surely it's possible?

The option to see all tickets in the portal means that all tickets where they are the reporter, participant, or member of the organization that the ticket was shared will be visible for them.

Regards,
Angélica