How can my client view all the issues reported by their company ?

Question

Currently we have Jira Service desk, and my clients have lots of users which reports bugs but they don't have a holistic view of all the bugs reported by their company.
They can view their own reported bugs and status, can they view their entire organization bugs?

Is there any settings for this? Please let me know

Bogna Krystian_Deviniti_ · Answer

Hi @Raunak Maskay

Are you using the Organizations feature? When users are grouped into an organization, they can be allowed to view and collaborate on all requests submitted by members of that same organization through the customer portal. This way they can share a view of reported issues.

I'm also leaving information about a Marketplace add-on (developed by the company I work for), My Requests Extension for JSM if you're interested in checking it out.

Using MRE, you can create a separate User Scope for a customer, allowing you to control what they see on the requests list . The options available to the user are described here , based on how the admin configures the request page

Rebekka Heilmann (viadee) · Answer

Hi @Raunak Maskay

i am assuming, all the Customers are sorted into one Organization in JSM already? If not, check out Group customers into organizations | Jira Service Management Cloud | Atlassian Support first.

Once they are in one Organization they can choose to share their Requests with their whole Organization while creating a new Request and also once it's created. A few things to be aware of:

* if the respective customer notification is enabled, everyone in the Org will be notified about the new request - they will then have to Opt-In to update notifications (they can do so in the portal)
* they can find shared requests in their Portal overview but have to set the filter accordingly (shared with me/not created by me)
* You cannot give customers different permissions within the Org. Every customer in the Org will see every shared issue - there is no "I see them all, but others don't see any" option.

You can also set the default to "share with Org", however, customers can opt out and decide to not share their Requests. You'll find that option in the Jira settings > products > JSM

If you want to share the whole list only with specific people from one company, you'd have to look into Marketplace Apps or other options like sending out emails that include the current statuses