how to group customers in service desk

I have Service Desk setup and running on the Cloud service.

I have one customer that has several users that will be creating helpdesk issues but I want all the issues to be in  one group. Is there a way I can allocate all the customer users to a group so they can see all the issues that belong to that one customer, whichever one of them has posted the issue?

Many thanks

Mike

1 answer

Maybe create a Groovy script that if the Issue's creator is one of the people in the group you mentioned, that you add all of the other people as a Participant?  I don't think there's any other way to have Customers to be able to see the Issue.

By the way, I have no idea if it's possible to do this with Groovy, but I would imagine it is.

Thanks Richard, I'll take a look. It surprises me that this sort of thing isn't available out of the box as I would have thought that most customers would have multiple people raising support requests. Hey ho, maybe it isn't an off the shelf helpdesk after all. Thanks for your help. Mike

I have requested this feature in Service Desk Support: https://jira.atlassian.com/browse/JSD-1612 Vote for it..

Agreed and Voted!

Suggest an answer

Log in or Sign up to answer
Community showcase
Asked Dec 06, 2018 in Jira Service Desk

Looking for teams who switched from email to Jira Service Desk

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...

243 views 1 6
View question

Atlassian User Groups

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!

Find my local user group

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

Groups near you