Unable to view all tickets logged within same organization on CLOUD service management PORTAL

Ruth Davidson_enbzsu

This is really frustrating.

We have just set up Cloud Service Management.

When a customer belonging to an organization logs a ticket on the portal or a service agent logs a ticket, other customers belonging to the same organization cannot see the ticket on the portal.

I migrated some tickets from standard Jira project into Service Management and some can be seen by other customers belonging to the same organization.

I've added request participants for the new tickets but still it doesn't show to the participant customers.

I've set the permission to view all tickets for all customers within the same organization.

Set to share all tickets with the organization.

Even assigned request participants to the individual tickets.  The ones that I migrated that showed to other customers didn't even have any participants assigned to the ticket.

Any more clues as to what else to do without dumping service management?

 

Jack Brickey

Hi @Ruth Davidson , can you verify that the reporter is indeed a customer in the organization and that the Customer request type is set? Also, can you test that a newly created issue can be seen by all request participants following these steps:

create from portal:

1. customer create issue via portal
2. customer views new ticket and selects share
3. customer adds org
4. other customer searches for issue in portal

create via email:

1. customer create issue via Email and includes other customers in Cc
2. other customers search for issue in portal