JIRA Service Desk: customer wide observer

Is it possible to implement such "user" with current service desk release? I need to have one super-user for a customer, this user should be able to see any tickets created by people from his company - not only his/hers tickets.

2 answers

1 accepted

1 vote
Accepted answer

Hi Sebastian,

You can create a JIRA user and grant access just to that customer's project, or you can add him as a participant of all the issues of his company. The request participant has to be added manually to each issue, but there is a feature request in order to have participants added automatically as you can see on JSD-1530.

Thanks and regards,
Paula Silveira 

Just checked this "participant" scenario and this should work for me, however it would be really nice there would be some way to set default participant for project - will note this in JSD-1530.

0 votes

Hi Sebastian,

I could also add the user as an agent on the service desks. This may be a little overkill, since he'll have admin rights, but it's an option.

Yes, but this will consume one of your precious agent licenses - and with pricing of $300 per agent this is a no-go for us :(.

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