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Help Center - only my tickets are visible

Dominik Kaźmierski

Hello Atlassian Community!
I need all my users to be able to see all the tickets created in my project via Help Center. Currently when I go to the Help Center I can see only my own tickets.

I found information that I need organisation in order to allow people to see all the tickets, so I've created one. Then, under "Customer sharing" setting I chose "Customers can search for other customers within their project or organizations". I added me and one person to this organisation. Now, when I go to the organisation, all my and this person's request are visible correctly, but when I go to the Help Center I still can see only my tickets.
How can I change that?

Thank You!

Accepted answers

Rebekka Heilmann (viadee)

Hi @Dominik Kaźmierski

exisiting Tickets won't be shared automatically after you've changed Share settings.

Sounds like you want this setting activated:

Screenshot 2024-09-12 104811.png

Jira settings > Products > Jira Servicemanagement > Configuration

Note: Users can always opt out of sharing their request with their Org.

What you could do is create an Automation that shares new Requests with the whole Organisation. All you need to do is edit the "Request Participants" field.

All comments

Shikha Verma_xy1o3z

Hi @Dominik Kaźmierski, Please Verify Customer Permissions. Ensure that the settings for "Anyone can send a request" or "Customers can search for other customers within their organization" are selected.

Rebekka Heilmann (viadee)

Hi @Dominik Kaźmierski

exisiting Tickets won't be shared automatically after you've changed Share settings.

Sounds like you want this setting activated:

Screenshot 2024-09-12 104811.png

Jira settings > Products > Jira Servicemanagement > Configuration

Note: Users can always opt out of sharing their request with their Org.

What you could do is create an Automation that shares new Requests with the whole Organisation. All you need to do is edit the "Request Participants" field.

Dominik Kaźmierski

Hello @Rebekka Heilmann _viadee_, thank you for your answer.

I had "Yes, automatically share email requests..." setting already set. I created a new test ticket on behalf of my colleague (after creating an organisation and adding him to it). It is still not visible for me via Help Center.

I added "Request Participants" field to my issue view and I could add only a person and not the whole group/project/organisation.

It's also a bit odd for me to be forced to create an automation for such a basic process which should be done with "Share settings".

Dominik Kaźmierski

Hi @Shikha Verma, thank you for your answer.

I have "Customers can search for other customers within their organization" already selected.

But I don't understand why would I have to select "Anyone can send a request" as well. I want only customers added to my project be able to send requests.

Rebekka Heilmann (viadee)

Sorry - my mistake. There is another field called "Organizations". Could you try that as well?

When you created the issue - did you see the "share with" options below the Request form before submitting?

Dominik Kaźmierski

Thank You @Rebekka Heilmann _viadee_ , now it works!
For people who might encounter this problem - after adding organization it is connected to requests and not for issues. To apply it to the issues made via JSM agent view (paid user) you have to add Organization field to the issue creation view. Unfortunately you can't set a default Organization via issue creation view, so your agents have to remember to set the right organization or you have to make automation, just like Rebekka mentioned earlier.

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