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Unable to see issues in Jira ServiceDesk Management created by another person

Amir Ali Ansari

Hi All,

I have created a project and I am the admin of it. Inside this project, I have created an Organisation and added few users to it. But in the portal, they are unable to see issues raised by each other. Even I am unable to see those issues in portal.

Please help me with this as how the users and me can view those issues created by them.

Accepted answers

Joseph Chung Yin

@Amir Ali Ansari -

Hi Amir:

Have you check your JSM project's Customer permission scheme? Your permission scheme should have the following setup - Check the "Other customers in their organization" option

He or she needs to share his/her issues with each others, only then they can see others issue. The reason you can see all of them is because you are the project admin.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Amir Ali Ansari -

Hi Amir:

Have you check your JSM project's Customer permission scheme? Your permission scheme should have the following setup - Check the "Other customers in their organization" option

He or she needs to share his/her issues with each others, only then they can see others issue. The reason you can see all of them is because you are the project admin.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Amir Ali Ansari

Hi Joseph,

I am unable to find "Other customers in their organization" option. Can you please help me with the exact navigation.

Apart from this, I am unable to see those issues raised by the customers.

Joseph Chung Yin

Hi Amir:

To access "Customer Permissions" section, you first must be the project administrator. If you are then you can access it via "Project settings", then click on the "Customer permissions" in the left pane.

Please take a look at the permission scheme for your JSM project too, make sure the permission scheme is setup properly and you are in the right proper project roles. If you can, please take a screenshot of your project permission scheme configuration, so I can further assist you.

Best, Joseph

Amir Ali Ansari

Hi Joseph,

I have checked the project permission scheme but everything looks fine.

I am attaching the screenshot of both "Project settings->Customer permissions" and "Project Permission Scheme configuration".

Please help me with the correct configuration. Project Permission Scheme configuration_1.png Project Settings - Customer permissions.png

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