How to trace tickets that I create internally for a customer

Question

Hi,

Our support team has some dedicated actions to perform for customers. These actions are only done by support and the customer do not need to be aware of them.

I was wondering if it's possible to add these tickets in the same project and same organizations as the one used by our customers but with a dedicated flag (internal ticket) so this ticket is only visible by agents and not by the customers ?

If this is not possible, what are the bests practices to handle such a case ?

Thank you very much

C. Daguin

Christophe Daguin · Answer

I also find this option in the jira administration menu. Is it related ?

Christophe Daguin · Answer

Thank you Craig.

I've tried but it didn't work as expected. If as an agent I create a ticket the customer sees it. Maybe it's due to this parameter : In project settings / Customer permissions / Control how existing customers can find other customers and share requests with them:

I have this option selected :

Customers can search for other customers within their organizations

But for us it's important that anybody within the same organization can see all the tickets created within this organization.

Does that mean that I do not have an "easy" solution for my problem ?

Craig Castle-Mead_20fp9z · Answer

Hey @Christophe Daguin

If you're using a JSM project, then by default, the user should only have access to issues where they're the reporter, so in this case you could achieve what you wanted by the agents being the reporters, but having an Impacted User user picker custom field where the agent selects the user they're taking the action on.

CCM