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Need to allow customers to browse each other's issues

Johan Pretorius_tzcvkg

I'm just setting up my first JSD project, and our customer has expressed the need to have their staff see a list of all the recent issues that any of them logged.

I spent some hours digging through JSD and Jira settings, as well as knowledge base articles but the more I look, the less sense things make.

Can someone please help me set it up so that these people can see a list of their organization's issues?

Accepted answers

Payne

There is the concept of Organizations - have you read up on that? https://confluence.atlassian.com/servicedeskcloud/blog/2016/09/group-customers-in-organizations

Johan Pretorius_tzcvkg

Wait... just a minute. I created a customer account using my personal email, and noticed something strange about my picture in the top right. When I clicked it, there was the option I was looking for.

What on earth are they doing, hiding this functionality away like that!?

Anyway, I think this is solved now, despite my frustration at having wasted hours looking for this.

Thanks @Payne for your help, you were instrumental in getting to a solution.

All comments

Payne

There is the concept of Organizations - have you read up on that? https://confluence.atlassian.com/servicedeskcloud/blog/2016/09/group-customers-in-organizations

Johan Pretorius_tzcvkg

The URL in your link doesn't work (it results in a 404 page).

I did come across the article you refer to however, it is not helping me. It does tease a bit, by making this claim that sounds like what I want:

Customers [...] can:

view and search the organization's requests from the My Requests page in the portal.

I've got all the users set up in one organization within the JSD project, however the customer portal (whether viewed by myself or one of the users raising tickets), does not seem to have any functionality that will list tickets for the organization.

The article you intended to link to says something about using the "Customers list ( )" to manage this functionality. When I go to that screen, there only seems to be the ability to add / edit / remove organizations, and add/edit/remove users inside those organizations. It does have a link to "Change Permissions", but that screen is no help either - as that seems already to be set up correctly as far as I can tell. It is set so that:

Who can access the portal and send requests to Linebooker Support? Customers my team adds to the project

Who can customers share requests with? Other customers in their organization.

Johan Pretorius_tzcvkg

What on earth are they doing, hiding this functionality away like that!?

Anyway, I think this is solved now, despite my frustration at having wasted hours looking for this.

Thanks @Payne for your help, you were instrumental in getting to a solution.

Payne

Sorry, link corrected - it included a space at the end.

Payne

Great! Glad you ultimately got it figured out. :-)

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