Service Desk Portal- All Users see entered Requests

Question

How can all users of the Service Desk Portal see all the Issues that have been entered by the Service Desk Customers in 1 specific project.

I have a group doing UAT testing, they want to be able to see all entered Request Items, not just their own issues.

Thanks- Michele

Ubaid Eusuf Zai · Answer

Hi @Michele Zaben

I'm sure you would have solved the problem by now. I had the same issue and these below links helped me:

https://ABCXYZ.atlassian.net/jira/settings/products/jira-service-management-configuration

&

https://ABCXYZ.atlassian.net/jira/servicedesk/projects/TIS/settings/customer-permissions

Let me know how you managed to solve the problem. Would be interesting to know.

Daniel Ebers · Answer

Hi @Michele Zaben

what comes to mind is to group the customers into an "Organization". Doing so, they could share the requests raised so that their colleagues also can view them.

According to:
https://confluence.atlassian.com/confeval/jira-service-management-evaluator-resources/jira-service-management-grouping-customers-into-organizations

Customers in the same organization can share issues with others in their Organization (see "Who can customers share requests with?"), see tickets shared with their Organization from their view when logging into your customer portal, receive notifications when other members of their Organization share requests with their Organization, or opt out of notifications if they like.

Regards,
Daniel

Callum Carlile _Automation Consultants_ · Answer

@Michele Zaben Ahh I didn't realise you meant from within the portal.

Unfortunately this is not possible from within the portal (see Angelica's answer explaining this here). The portal was designed simply as a way for customers to track their own requests, rather than all requests. To view all requests raised, this will need to be done within the main Jira product.