Ability to give all customers access to Major Incident?

[aryder]

We are exploring our options. What is the best way to give all customers (internal users) access to view a Major Incident? i was thinking of using the participants field but it doesn't seem to give a suitable option . 

Any solutions or alternative ways to accomplish this would be very helpful!

[Rebekka Heilmann _viadee_ · Accepted solution]

Hi @aryder 

Requests can be shared between customers from one Organization per default or if the customer is choosing to do so: Requests automatically shared with organization | Jira | Atlassian Documentation

So theoretically, if all your internal customers would be sorted into one Organization in JSM, requests can be shared automatically. However, this option is only available in the Create Request View (Customer Portal) and cannot be edited by Agents.
You could open a new Request, share that with everyone and make that the Major Incident. That's not really elegant though.

Tbh, JSM isn't really great with Incident management unless used with other Atlassian products. Status Page is usually used for Incident communication. You could also make a Portal announcement.

The other way is to repopulate comments made to the major incident to any linked minor incident.

I am also struggling with that feature at the moment and haven't really found a good solution yet. Maybe check out the Marketplace for a 3rd Party App?

[aryder]

Thankyou for the detailed reply @Rebekka Heilmann _viadee_ 

[Rebekka Heilmann _viadee_]

@aryder quick addition: there is a new Stakeholder role that enables you to keep all of them informed on incidents. It's a premium feature though: Add and manage incident stakeholders | Jira Service Management Cloud | Atlassian Support