How to make JSM tickets viewable to ALL users within Confluence

Question

Hello all,

We, as a team, are building a Customer Community Forum, which allows internal users to Submit a Tip/Ask a Question (to other customers) and Request a Feature (Customer Driven Features) that other customers can vote on.

We have pretty much built the Workflow and Automations, but what we would also like to do is to create a table of open/closed tickets in Confluence (based on the above 3 request types) which will allow all users to browse ticket contents.

Is this possible?  Would I need to look at Macros and/or configuring Issue-level security?

Thanks in advance.

Charlie Marriott · Answer

Hi @Graham Tyrie

Thanks for the question.

As of JSM DC 5.9 you can also share requests with groups, which is one option you could consider looking into. You could then create automation rules to share requests with relevant groups and loop in multiple members of a customer group with minimal effort.

Check out this documentation for further information.

I hope that helps,

Charlie

Rebekka Heilmann (viadee) · Answer

They will need access to the Issues in JSM to achieve that over a Confluence page - by standard functionality anyway.

What you could do is share Requests within the Organization by default - so put all your internal Customers in one Organization in JSM and set the following Option: Requests automatically shared with organization | Jira | Atlassian Documentation
Unless the User selects otherwise in the Portal, all Customers within that Org will have access to other User's request through the Portal. That's not Read-Only though and won't give access to the Issue View, only the Portal view.

You can only share Jira Issues - even in Read-Only mode - with Licensed Jira Users. Unless you give anonymous access to the project - that would give anyone on the internet access though. There might be some 3rd Party Apps for Sharing view Only versions of a Filter Result, I've not checked the Marketplace for that.

Graham Tyrie · Answer

Hi Rebekka,

Thanks for the informative response.  The project roles of the customers assigned are 'Service Desk Customers', in that they can create Requests via the portal, and interact with Issue tickets.  Any user within the organisation can access the confluence pages.

We will need the user to be able to view the detail of a ticket, which may be open or closed.

Graham