JSM - Is there a way for portal users to see other users tickets

Question

Problem I have is that we need to lower the amount of people who have full JSM license. However, I keep getting asked by people 'Is there a way for users who create tickets via the portal to see other users tickets' (People in the same team)

Someone internally suggested creating an Organisation, does anyone know if this would work or if they would still need to have a full license and need to see the queues for items.

Many Thanks

Jeroen Poismans · Accepted Answer

Hi Naomi,

Depends on the use case really. Organizations will certainly get the job done if you want users to see work items from the same team for example via the portal.

However be advised that this will create some maintenance overhead:

* When users are member of a team => add to organization
* When users leave a team => remove from organization

This management can be done based on email domains, but since it's the same company, that will probably not be an option. You will need a process, automation ... for that.

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

Another approach would be to have an Observer project role in your JSM project. In the linked permission scheme grant this role only Browse project and Comment permissions. This way everyone in that role will be able to see all tickets in the JSM project and only interact with them via Comments. They will need a Jira (not agent, not JSM license for that) + they see ALL work items in the project.

Hope this helps!

John Funk · Accepted Answer

Hi Naomi,

The quick answer is that you can add them to the Request Participants field for those select requests you want them to be able to see. On a broader level, you can add them to an Organization and then everyone in the Organization can see all of the tickets from everyone else in that organization.