How do we allow Service Desk customers to view all open tickets in our JIRA project?

We're trying to use the Service Desk application to allow the public to create new bug tickets for our game. However we would like to allow them to view tickets that have already been created. How do we allow customers to view other tickets in the project?

7 answers

1 accepted

7 votes
Accepted answer

Andre,

This simply cannot be dismissed with a simple statement when so many people see it is a HUGE blocker to the way their customers would like to use the product, as is demonstrated here: https://jira.atlassian.com/browse/JSD-270

Customers can view other customers tickets by adding them as a participant, as per the recent dpeloyment details found here - https://confluence.atlassian.com/display/Cloud/2015/01/16/Upcoming+Atlassian+Cloud+Upgrade+for+week+starting+18+January+2015

https://jira.atlassian.com/browse/JSD-27069

JSD-270 really needs to be addressed as soon as possible as it will win a lot of new custom, and keep the rest of us happy!

 

Cheers

 

 

Nick

 

 

 

 

 

Yep. We're actually in the middle of leaving Atlassian for this very reason. Its just not good enough and there are better services out there now.

Like 1 person likes this

It seems logical to want users accessing the same project to want to see all tickets raised against that project by the team members. I've read a few posts about this issue that everyone wants - why such a delay in tackling it?

We just moved to SD and are getting a TON of push back from all our departments on this. We are very close to reverting back to our older JIRA version. 

Just following up on this for people arriving here from Googling. JSD-270 has been addressed (thanks for linking it Tolu!) and you can configure your service desk to let anyone in an organization (see documentation about organizations) see issues opened by other people in the organization.

I agree that it's a bummer that it wasn't addressed sooner and am sorry to see some people having a difficult time because of it. I know at my company we had to jump through some hoops to address people's concern about loss of transparency internally while waiting for the feature to be built it. Luckily though it works pretty well now, so folks just setting up Service Desk are good to go.

Hello Daniel, I have searched and searched and am unable to find the ability to "see issues opened by other people in the organization" that you spoke about... I followed the documentation you provided, and simply couldn't find it... This is a HUGE thing that we really want to implement, so if you could point where you found that, please let me know!

Susan Hauth Community Champion Oct 26, 2017

Hello Matthew,

Under Project Settings - Customer Permissions - Who can customers share requests with?  The ability to share also is the same as having visibility to those issues.

Cheers,

I appreciate the response. I left out a crucial detail. We'd like one customer to be able to see all of her organizations tickets in her portal by DEFAULT... otherwise, it's up to the requesting agent to "share" their ticket. We don't want them to have that choice. We would like all issues raised by anyone in her organizations (she's in multiple organizations) to be "shared" with her automatically.

Thanks again for your time!

 There needs to be a way for Service Desk users to see the status of their tickets as these tickets move through the development projects. The way we have to set it up now, is to link the service desk tickets to a copy of said ticket in one of the various projects. There should only be one instance of the ticket, and the customers who submitted it should be able to track its progress, no matter where it goes. Period.

Hi Scott,

It's not really possible to allow Service Desk customers to access your JIRA application, and currently there's no way for them to see previously created issues that weren't submitted by themselves.

 

Thanks!

When you allow customers access to JIRA issues (by including them in the jira-users group), they will be able to see both internal as external comments ...

Andre - That is a pretty disappointing oversight. Are you saying there is literally no way to provide Service Desk users open view access to the JIRA workspace? Others users like Francis have already found some work arounds.

Scott, sorry to say but my earlier proposed workaround is not an option as all internal comments are visible to customers when they get access to the JIRA view of the issue. The only workaround would be to track these public issues in another - non service desk related - project.

If customers can see all tickets they would be basically agents. Crystal clear why Atlassian dont provide that feature. Sell more, earn more.

Umm, no. Agents respond to tickets across all customers. Customers respond to their own tickets, and should be able to VIEW other tickets created by their organization. A pretty universal need in an enterprise setting. 

ArezooI I'm New Here Sep 18, 2018

I agree with you Joe. I worked with ServiceNow before and I was able to search for tickets and see the progress on that and whatnot. This is really a miss from Atlassian!

I agree with you @ArezooI. Very disappointed with it.

It's simply a joke that old Mantis can do things like this, old but a live !.

 

Atlassian start listening to your clients!. You work with client on project and they want to simple have all the knowledge about their project. Fragmented knowledge is not the same. 

0 votes
Nicolas Wild I'm New Here Sunday

We are also evaluating Service Desk right now for several clients and had the same issue. That's for most of them a no-go. They want that to have at least one project manager of client /organization to be able to see all tickets to have some overview.

Please consider SpiceWorks, or another product if you need your vendor to care about you in a mutual relationship type of agreement. Jira is too big to be interested in your/our needs, as has been proven by this need being un-answered for 4 years now.

Nicolas Wild I'm New Here Sunday

Thanks, looks like you are right. We will check other solutions. 

Best of luck! JIRA has the potential to be amazing, and it greatly saddens me that they aren't yet. I can only hope they read these forums, and, if you end up wanting to re-visit the idea of adopting Jira in the future, that they will have made their service more usable by the time you decide to adopt their platform.

Best,

-Mat.

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