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how can agents view other agent's requests

Matt Wangler

We would like agents that work for our customers and submit requests to be able to view requests submitted by their colleagues they work with. Is there a way to give access for a customer to see all requests submitted by their colleagues they work with?

Accepted answers

Dave LIAO

@Matt Wangler - hi Matt! If you want agents to see other agent requests, there's many ways to do that. Each method depends on how often you want to see this info, and how big your team is, and other factors:

If your team is small, consider making a queue for each agent.
If your team is small and there are few issues in your project, sort your queue by the Assignee field (the Assignee field will need to be added to your queue first).
If your team is large, search for issues in Jira by assignee.

If you want customers to see other customer requests, they can if they're part of the same Organization.

Hope this helps. If this doesn't, can you rephrase your ask?

All comments

Dave LIAO

If your team is small, consider making a queue for each agent.
If your team is small and there are few issues in your project, sort your queue by the Assignee field (the Assignee field will need to be added to your queue first).
If your team is large, search for issues in Jira by assignee.

If you want customers to see other customer requests, they can if they're part of the same Organization.

Hope this helps. If this doesn't, can you rephrase your ask?

Matt Wangler

Actually, it’s not our agents we want to give viewing capability to, it’s our customers’ “agents”. Our customers have more than one “agent” inputting requests and they would like to have their “agents” be able to view their other “agents” requests.

Thanks,

Matt

Dave LIAO

Gotcha! Then I'd review the concept of Organizations within Jira Service Management, that should get you what you want. 💪

Matt Wangler

OK, setting up organization, have loaded in several test emails and none of the invites that are supposed to be sent have been received. Checked spam folder, nothing.

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