Share request automatically with more than one organization

Question

We are using the cloud version of Jira Service Desk.

When a customer creates a request his organization will be added as shared with.

The request will just shown to members of the organization.

We want that the engineers can look at those requests too. We use one service desk for several organizations.

We want to add all engineers into one organization. If a new request has been created the request should be automatically shared with the intern organization as well. So we don't have to add all engineers into all the organizations.

I hope you can help me with a solution or workaround.

Nadine Racine · Accepted Answer

So, you can't add a second organization but you can give your employees the role Service Desk Team.

For this you have to add all the employees which should have access (or a group with the employees) under the menu People and give them the rights Service Desk Team. Now the employees can't see all the menus in Jira Service Desk as you as an agent can see, but they can see all requests and can add comments.