User Rights / Access or view other requqests

Question

Hi there,

I am having trouble enabling our customer to see requests from their organization.

I created an organization with all members included, and enabled that all requests are shared with the organization.

For some reason, our partner can still not see all tickets for their organization.

Any tips or help where to look into? I believe our setting are correct from my research but I can't get it fixed.

Thanks for your help,

Ben

Tuarn McInerney · Answer

Hi Ben,

Been through this early in my time as well. As Trudy states if the user has more then one org available to select in the share with field, it will not share with any.

We set up automations connecting the Organisation ID with the company object in Assets to ensure we can add a org for each user dependent on which company they are from.

Also you will need to make an automation to update historical tickets or you can do a batch import to update legacy issues.

Good Luck🍀

Trudy P Claspill · Answer

Hello @Ben Bohnenblust

Welcome to the Atlassian community.

Did you already have requests existing in your system before you enabled the option that all requests are shared with the Organization? If so, enabling that option does not automatically share those pre-existing requests. You will need to update the Organizations field in those pre-existing requests and set it to the organization you have created.

Going forward, when a new request is created if the reporter is a member of only one organization then the request will be shared with that organization automatically, if you have set the configuration correctly. Note that if the user is a member of multiple organizations than Jira cannot set the field automatically.