Service Desk - allow organization members to search on private issues

Question

We only use Service Desk internally and one issue that has arisen is that at times some issues are created and marked as private because to avoid spamming everyone which is fine or an issue is created by another Organization.  Then no one can search on a keyword, client id for example, and find the issue even though they have permissions on the Request Type and even if they are part of the same organization within Service Desk.

Is there any way to allow portal users to search ANY issue created by users within their Organization, or even better ANY issue at all within Service Desk as long as the user has Organization permission for the Request Type??

Jon Starbird · Answer

Right but then that then spams all those users after that.

I'm looking for away to get around that. I know the notifications can be changed to not email but when the Org is included we do want emails.

It seems like there is some permission someplace that should allow users to search on any issue based on their permissions.

Even for external use, a user that is part of an org creates an issue, marked it private, then leaves the company the org is for, no one in that org can then find that issue.

I know there are other ways to find issues in that case but it just seems like there is should be an additional permission or a way to override it, configurable of course.

Jack Brickey · Answer

if it is marked private then customers won't be able to search. the only solution is for some (agent or creator) to add participants or share w/ org.