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?
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
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!
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.
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!
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!
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