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.

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

965 views 2 14
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you