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Access to all requests through the portal

Paul Terry_vb4a5e

We have created separate projects for each of our clients and the contacts within those clients have been created as people. However, when these people access their project through the portal, how can I give them access to see all of the requests raised for their project, regardless of who has raised them?

"Raised by me" shows the requests which I have raised and "All" shows the ones which I have raised PLUS the ones which I have been added to as a contact. But, how can you grant access to see requests which I have not raised and which I am not a contact on?

Alternatively, is there anywhere where I can specify the names of people who should be contacts on all requests for a specific project?

Thanks in advance.

Accepted answers

Walter Buggenhout

Hi @Paul Terry,

Even in a project for a single customer, you should add an organization to your project if you want to share all tickets created with every member of that customer. And then make sure to automatically share all created tickets with that organization.

For more details, see:

Hope this helps!

Jack Brickey

Customers need to 'opt in' to be a Request Participant. If you turn on "Organization added" under project settings > customer notifications then every customer in the same organization as the reporter will get an email when any issue is created and the can opt in. You should also look at how you have Customer permissions configured to ensure it aligns with your goals.

All comments

Walter Buggenhout

Hi @Paul Terry,

For more details, see:

Hope this helps!

Jack Brickey

Paul Terry_vb4a5e

Hello @Walter Buggenhout

Thank you for the quick response.

I'm guessing that an organization is just a group of contacts within the customer? It would not need to be all contacts who were added to each ticket, so would I need to create multiple orgnaizations within each project?

If my understanding is correct, how does the organization get added to the tickets when they are raised?

Thanks, in advance.

Walter Buggenhout

You'd have to create 1 organization for each group of people that belongs together. That means, should be allowed to see each other's tickets.

Once you set up organizations and people belong to an organization, they will be able to share the tickets they create with their organization.

It looks like this on the portal when you create a request:

Screenshot 2022-11-08 at 12.59.04.png

Home is an organization that I am part of and it gets selected by default.

Paul Terry_vb4a5e

@Walter Buggenhout - Thank you for your response. I have set this up now and it is exactly what I was looking for

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