How can we make support tickets visible for main support contractor and subcontractor as well?

Question

Hello!

We have several distinct support clients within the company, and the above question comes from one of them. The client currently sees the support tickets they have submitted, as well as those handled by their subcontractor. Now, the subcontractor wishes to have the same visibility but in reverse; they want to see all support tickets, regardless of whether they were submitted by the client or themselves. Therefore, how can we implement a solution to allow the subcontractor to view all support tickets or, if you prefer, both support queues?

I appreciate the time you will take to consider this matter.

Have a nice day!

Joseph Chung Yin · Answer

@Annamária SZITÁS -

I agreed with both @Nic Brough -Adaptavist- and @Marc -Devoteam- suggested and things that you need to evaluate.

If you can provide us with more details as asked by them, then we can further assist you on your issue ask.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Marcus Jones · Answer

@Annamária SZITÁS - Just create an automation that adds the subcontractor as a request participant. Whatever request they are added to as a participant they will have visibility in. If you have premium, you could also use Organizations to do the same thing.

Nic Brough -Adaptavist- · Answer

Welcome to the Atlassian Community!

Start with a look at what types of users you have and where your clients and sub-contractors fall.  There are three to look at here:

* Customers: can raise, view and track requests
* Agents: can work with requests and the issues behind the requests in full
* Jira users (usually developers), can see and comment internally on the issues (and see the requests in front of the issues), but not do much else with them (comments that go to the customers, log work, transition or edit issues, etc)

Note that you can have different people in these roles in different JSM projects - I am an agent in a couple of ours, a developer in many others, and only a customer in a few more.

I suspect you need to make your sub-contractors developers in the projects they want to see, but you'll need to validate that that is really what you want here.