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!
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!
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.
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.
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.
The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...
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!
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