Allow Service Desk customers to view alle tickets, when we synchronise with LDAP

Question

Hi

We synchronise our Microsoft Active Diretory users into two different groups in Jira - users and superusers. We would like the superusers to see all tickets. But it does not seem to be possible to create an organisation, make an automationrule and share it.

How can we  allow the "superusers" access to all tickets in the Service Desk? Is it possible without changing the synchronise with LDAP?

Kind regards

Ste Wright · Answer

Hi @Cecilie Emilie Flindt Robert

Is this method acceptable...

* Give the Super Users a Jira account
* Provide them with Browse access to the Service Management Project, based on Group membership
* Allow them to see all the tickets in a Queue or otherwise?

This is how you'd usually do it. Otherwise you might need to control it through adding these users to Request Participants (somehow), but that's not an ideal solution.

If the first option is acceptable, happy to provide more instruction on how I'd set it up, if needed :)

Ste

Cecilie Emilie Flindt Robert · Answer

They are customers, yes. So they need to watch all tickets in the customer portal.

Ste Wright · Answer

Hi @Cecilie Emilie Flindt Robert

Just to clarify, you want the super users to see all tickets as a customer?

It should be possible to just give them Jira access and let them see all tickets in the Project, if needed. That's the easiest way.

Ste