User to see all his company tickets without being in ticket or ticket not shared to organization

Van Dijk

Customer was asking, that could he see all the tickets which are made from his company in jira service desk portal. This means all tickets where either custom -field is XYZ or Account is set to XYZ. But this person do not wanna be reporter/participants on those emails (not receive emails from all tickets automatically but of course from some).

I know they can share the ticket with the organization -> but that creates email to all user in the organisation and emails need to be unsubscribed separately.

also automation is option to add him as participant to all tickets, but again he gets emails of all tickets.

Is there some other way that he would get email and be in tickets where he was originally but also see tickets which are made to this custom field or account in the jira portal?

Walter Buggenhout

Hi @Van Dijk,

No. You have correctly described the 2 ways in which the user can see all tickets logged by his company: either by being added as a request participant or by through his organization.

Notifications are a different feature, but they are indeed based on the same concepts. Note that in your project settings / customer notifications you can set up who the notifications for each event are being sent to. You could decide to only send those to the ticket reporter and leave out other participants. But also be aware that this will impact not only this user, but all customers to your service project.

Hope this helps!