View other users issue in JIRA Service Desk

Can I set the permission where a customer A can see ticket created by customer B, but only if customer B is in the same group as customer A.

Currently customer only can see tickets that's created by himself.

1 answer

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Tim Evans Atlassian Team Sep 03, 2014

The customer portal will only show issues that were created by the user who is logged into the customer portal. There is no way to make it so that customer A's customer portal shows issues that were created by customer B.

There is an existing suggestion to add this feature: https://jira.atlassian.com/browse/JSD-270

Another suggestion, https://jira.atlassian.com/browse/JSD-269, is also related to your question.

Tim Evans Atlassian Team Sep 03, 2014

There is a workaround for this:

It is possible to give permissions allowing customer A to see issues created by customer B. The issues would still not be accessible through the customer portal due to the way the portal works. They would be available through the normal JIRA interface.

https://confluence.atlassian.com/display/JIRA/Configuring+Security

Tim, the workaround would require the customer to have a JIRA license correct?

Tim Evans Atlassian Team Nov 11, 2014

Yes. In that workaround customer A would need to be a licensed JIRA user because customer A would be logging into the normal JIRA interface to view issues from customer B.

This seems like a really basic requirement. We are trying to transition from Zendesk, which has this basic ability, to Service Desk; this is a showstopper.

This is an issue as the items that should show up in the list of the customer portal is the issues where the user is the informer, and not the creator. We (service desk agents) create tickets on behalf of the users, and there's no way that they can get to see the tracking of those issues as they do not appear on the customer portal, only the ones they create through the customer portal itself.

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