How can I set up service desk so that multiple external users can see all project issues (ie not just the ones they created)?

 

2 answers

Hi,

The short answer is: you can't.

In Service Desk customers can only see issues they have reported. So they cannot see each other's issues, even if you would like them to (for instance because 2 customers belong to the same organization). There are some feature requests: https://jira.atlassian.com/browse/JSD-269 and https://jira.atlassian.com/browse/JSD-270, of which the first is now considered by Atlassian.

You can have issues that were not created with the Service Desk show up on a Service Desk, but still that is for only one customer as it is based on the reporter.

Regards,

Geert

Hi,

> You can have issues that were not created with the Service Desk show up on a Service Desk...

How can I do this? As an agent I want to create an issue and "give" it to an external customer ("waiting for customer"). The customer should perform some actions and give me the issue back...

Regards, Thomas

 

Hi, to have issues show up on Service Desk, the issue needs to have a reporter that is a customer on your Service Desk and the issue has to have a valid Customer Request Type field value. To set this field, you can introduce a specific transition in your workflow which sets the custom field value. You need to have the JIRA Suite Utilities for this. This is how I have done it, in the latest version of Service Desk some functionality is introduced to raise issues on behalf of your customer, but I have not checked that out yet. See https://confluence.atlassian.com/display/AOD/2014/10/23/Upcoming+Atlassian+OnDemand+upgrade+for+week+starting+on+26+October+2014#UpcomingAtlassianOnDemandupgradeforweekstartingon26October2014-JIRAServiceDesk2.1-OD-04 for more information.

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