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How can I give my client access to view all JIRA Service Desk requests for their project?

Carolyn Adams

I have one JIRA service desk project in my JIRA instance (server hosted) and I want my client (who is a Service Desk Customer and I added to the Service Desk Team) to be able to see all requests (read only) that have been created on behalf of that project through the Service Desk Portal - not JUST the ones they created. I've looked through the permissions setup and from what I'm seeing I don't think I can allow them to see that information through the portal, correct? Do I need to assign them a JIRA Service Desk or JIRA Software license in order to let them see their project requests?? Seems like a pretty straight-forward and common request so hopefully there's a solution out there that doesn't involve me purchasing more licenses just to let them see a list of issues.

Accepted answers

Shawn Masters

https://confluence.atlassian.com/servicedesk025/managing-collaborators-754977407.html

Take a look at the Collaborator permissions - they allow a user to comment/edit a ticket but not be assigned the work. This paired with Issue Security should accomplish this.

All comments

Shawn Masters

https://confluence.atlassian.com/servicedesk025/managing-collaborators-754977407.html

Take a look at the Collaborator permissions - they allow a user to comment/edit a ticket but not be assigned the work. This paired with Issue Security should accomplish this.

Kat Warner

This may be able to be done through creating an organisation. You do need to manually add all customers related to their work to the organisation and tell them how to add the organisation like they would add an individual as a CC to the issue.

Carolyn Adams

My understanding is the Collaborator group no longer exists in service desk. I looked in to that earlier and thought it would be the way to go but even if it were still there sounds like it counts toward our licenses based on that link?

Shawn Masters

Consumes 1 Jira USER license - not Jira Service Desk license. We have 4 dev teams that interface with our service desk (escalations and bug fixes raised by Tier 1 and 2 techs)

Carolyn Adams

Thank you - that confirms my guess that I'd need to use a JIRA license to set up my client with the view they're looking for.

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