Possibility that all users in a department can see all requests? (JSM - Data Center)

Question

Hello,

We are investigating the possibility of using Jira Service Management in the Data Center version.

We have some question creating requests:
For all users in a project, is it possible to make the self-service portal view (including all created requests) so that all users in a department can see all requests?

Thanks in advance.

Aditya Verma · Answer

Hi @Morten Dieckmann-Keden ,

You can bulk add only internal customers (e.g. employees) from your IDP. But for external clients this will be manual. There is still an option of copy pasting user IDs from a CSV file in bulk and add them in one shot.

Please refer this article for more information.

Thanks,
Aditya

Morten Dieckmann-Keden · Answer

Hi @Aditya Verma ,

do you know if it is possible to import customer organizations via LDAP automatically or is it only possible doing it manually?

For example having 100 customer organizations it would be really annoying having to import it manually

Please tell me how does the procedure look like if possible for both possibility.

Thanks in advance.

Aditya Verma · Answer

Hi @Morten Dieckmann-Keden

Under Customers section you can create Customer Organizations. Add all your Service Desk customers to this customer organization.

Then, You can add this organization to all your service projects so that all users can access all portals from your JSM Home.

Also, from Jira Service Management Configuration you can set new requests to be automatically shared with customer organization. This way all users will be able to see all requests (Please be aware this is a global change and will apply to all JSM projects).

Thanks,
Aditya