How to ensure that only some customers see all tickets on the portal?

Question

Hello, I need some advice. Currently, it works like this:

The first situation is that if all customers want to see all tickets in one project, I added them to the organization and when filling out the form on the portal, it assigns them the organization by default - in that case, everyone can see everything.  The second situation is that if everyone wants to see only their tickets, I did not create an organization for them.

But now I need only some customers to see all tickets. Example: I have 10 customers in project A. These 10 customers are 6 developers, 2 accountants and 2 managers. I need only 2 managers to see the tickets of all 10 customers. In that case, developers and accountants see only their own tickets, and managers see everything. How could it be created? I tried through the issue security level, but I don't know if I'm going in the right direction, because it still doesn't work for me.

PS: Agents will not be restricted, they will see everything.

Dominika Trnková · Answer

Hello Nadhila,

thank you so much. I think it could work as you wrote.

Nadhila Savira · Answer

Hi Dominika,

There's not an easy way to do this really, because a Customer is not meant to see more than what is added within their Organisation users. But of course, if all the customers are added to the Organisation, then all members of said Organisation can see the tickets.

Perhaps it is simplest to add the Managers as Request Participants in their tickets, you can add them automatically using automation. Although depending on how many of these managers/projects you have, then this rule could get quite complex. Hope this helps!

Mohanraj Thangamuthu · Answer

Hello, Good day. Please post this query in JSM community as well : https://community.atlassian.com/t5/Jira-Service-Management/qa-p/jira-service-desk-questions