New Issues logged by clients in Client Group coming through as not visible to them

Question

WE have JIRA software and a client Group.

This group is not able to see JIRAs logged by our team as the default for a new JIRA logged by our team is visible only to our team.

If we want the client to see the ticket we changed the security level to Client Visible.

When a client logs a new JIRA they can see it as it sets it as Client Security.

One of my team has set up JIRA Service desk.

When a client logs a ticket to the JIRA service desk it is being set by default as Fusion Internal Security level and they cannot see it.

I am unsure how to troubleshoot as I thought our JRIA software (cloud) and JIRA service desk would work the same way. We have the same Issue security set for JIRA Software and JIRA Service Desk

Dave LIAO · Answer

@Karen Wille - no problem!

I don't 100% understand your setup, but if there's specific questions that come out of your configuration effort, search Community! If you don't see a relevant question that someone else may have asked, of course create a new question.

Karen Wille · Answer

Thanks Dave,

My thoughts yesterday was that the JIRA Service Desk should have its own issue security.

It sounds like from your reply Im on the right track.

The issue security that we use for every project has Fusion Internal as the dfault - however when a client logs an issue to a project using this issue security their tickets they can see.

The JIRA service desk uses the same so I didnt understand why on our JIRA projects the clients can log a JIRA and see it and using the same issue security on Service desk they cant.

As a first step Ill duplicate the issue security for Service desk -rename it and make the default not to be Fusion internal.

Thanks for taking the time to respond I appreciate it.

Dave LIAO · Answer

@Karen Wille - hi Karen!

Regarding:

"One of my team has set up JIRA Service desk." - did they change your current Jira project to now have a service desk portal?

Regarding:

"When a client logs a ticket to the JIRA service desk it is being set by default as Fusion Internal Security level and they cannot see it." - for that Jira project, check its "Issue security" settings. Is the "Fusion Internal" security level the default there? If another security level should be the default, you can set that there. Of course, consult with your Jira admin (unless that's you) so you don't inadvertently lock anyone out of their own issues.