Can I give a customer / organisation visibility of all support requests raised for that org?

Question

We have previously used Monday.com as a job management tool for one of our clients. The clients would add jobs and we would complete them. One of the cool things is that all team-members within the client organisation could see each others requests.

We wish to migrate from Monday.com to a Jira Service Desk however, I can't figure out how to configure the service desk to allow all employees within the client organisation to see each others tickets in the help centre / portal. Is this possible?

Thanks,

Paul

Paul Gunston · Answer

Thanks Ivan,

I am not sure where to find "Global Configurations" Are you able to point me in the right direction?

Thanks, 
Paul

Ivan Lima · Answer

In addition to what Joseph mentioned, you can also configure whether new requests will be automatically shared with a customers' organization under Global configurations > Applications > Jira Service Management Configuration.

You can share the same organization across different service projects. However, project admins can configure service projects' access on a project-by-project basis; therefore, access to other projects' requests depends on each customer's permissions in each service project.

Joseph Chung Yin · Answer

@Paul Gunston -

Hi Paul:

Welcome to the community.  Yes you can - Here is what you need to do:

1) Implement organization for your customers for your JSM Project. Please see more details via this Atlassian link - https://support.atlassian.com/jira-service-management-cloud/docs/add-an-organization-to-a-service-project/

2) Update your JSM project's "Customer Permissions" setting (see image below)

After both actions above are done, any customer within the same organization will be able to see all the issues raised within the same organization via the portal + each customer can also have the ability to share his/her issues with the organization members (therefore the shared users will be added as Requested Participants of the issues and receive the normal notifications from the systems)

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.