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Access to view all tickets

Vadym Kalujny

Hello everyone

I want to make a custom field, where certain clients will be indicated, and give access to view task by field type Request participants. How to do it?

I need to make that certain clients of my portal can view all tickets without giving them a specialist license, they only need to see these tickets.

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Daniel Eads

Hi @Vadym Kalujny ,

If these clients don't have a Jira license already in your Jira Cloud site and are accessing their tickets through the customer portal, it sounds like you might benefit from using the Organizations feature.

A quick overview of organizations is in this blog post from when the feature first rolled out a few years back. The gist is that you create an organization in your customers list, then add customers to an organization. Once that's done, you can share requests with that entire organization in one go, or make the default visibility "shared with organization" for new requests. This lets all the people from that company see all the other requests made (or shared) by people in that company in the customer portal.

We've got some more detailed documentation about the exact details of how it works and how to get started here. Customers and organizations don't use agent licenses in JSM, or user licenses in Jira Software. You can add as many customers and organizations as you need.

Cheers,
Daniel

Vadym Kalujny

Hi @Daniel Eads

Organizations doesn't suit us

My client needs to see all tickets without exception

Since the client who creates a ticket may not want to share with organization, and then my client will not be able to see this ticket

We have a lot of organizations when someone from organization created a ticket they all receive a notification but my client does not need to receive such notifications.

I worked in other Service Desk systems and there such a function is done in two clicks. Is there really no such thing here?

Daniel Eads

The notifications for organization shares can be turned off at a per-project basis:

Go to the Project Settings
Click Customer Notifications in the sidebar
Disable the Organization added notification

As for modifying the share option from the default "shared with organization" to "None" on the customer portal - you could create an Automation rule on the project that automatically shares the issue with the organization again. The trigger would be "Issue Created" and the action would be "Edit Issue", with the Organizations field being the field to modify.

If your customers are separated by domain (e.g. customer@company1.com, customer@company2.com), you could just use the email domain in the Automation action to share the issue with all customers that match that email domain:

Vadym Kalujny

Thank you

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