Allow a customers to view all tickets for a particular client/organization

Question

Hi,

We are an IT support company working with multiple clients\organizations.

We would like to grant specific users access to view and comment on all tickets associated with their organization. However, they should not be able to see any tickets that belong to other organizations.

Could you please assist us with this?

Adolfo Casari · Answer

@gtpYou have to add the Customer manager as a request participant using an automation rule upon issue creation.

Also you have to disable the option to share the ticket with the organization they belong which I believe is the default if the reporter belong to just one organization. You could also use an automation rule to force this too (clear the Organizations field for the newly created ticket).

gtp_s4vubv · Answer

Dear Dirk,

Thank you for your reply.

We would like to restrict access to tickets within the organization. Specifically, users should only be able to view tickets that they personally own, and not those of others. However, certain users, such as the Customer Manager, should have the ability to view to organization's tickets

Regards,

Dirk Ronsmans · Answer

Hi @gtp ,

Using JSM you can group customers in organizations.

https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/

When an issue is created it can be shared with the organization. This would mean that all users of that organization can see this ticket. (just the ones that are also in that organization not everyone in your project)

Unfortunately you can not do this for a specific user, if so you would need to share the ticket with that person specifically by adding them as a request participant.