Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Access to view all tickets Edited

Hello everyone

I want to make a custom field, where certain clients will be indicated, and give access to view task by field type Request participants. How to do it?

I need to make that certain clients of my portal can view all tickets without giving them a specialist license, they only need to see these tickets. 

 

1 answer

0 votes
Daniel Eads Atlassian Team Apr 05, 2021

Hi @Vadym Kalujny ,

If these clients don't have a Jira license already in your Jira Cloud site and are accessing their tickets through the customer portal, it sounds like you might benefit from using the Organizations feature.

quick overview of organizations is in this blog post from when the feature first rolled out a few years back. The gist is that you create an organization in your customers list, then add customers to an organization. Once that's done, you can share requests with that entire organization in one go, or make the default visibility "shared with organization" for new requests. This lets all the people from that company see all the other requests made (or shared) by people in that company in the customer portal.

We've got some more detailed documentation about the exact details of how it works and how to get started here. Customers and organizations don't use agent licenses in JSM, or user licenses in Jira Software. You can add as many customers and organizations as you need.

Cheers,
Daniel

Hi @Daniel Eads 

Organizations doesn't suit us

My client needs to see all tickets without exception

Since the client who creates a ticket may not want to share with organization, and then my client will not be able to see this ticket

We have a lot of organizations when someone from organization created a ticket they all receive a notification but my client does not need to receive such notifications.

 

I worked in other Service Desk systems and there such a function is done in two clicks. Is there really no such thing here?

Daniel Eads Atlassian Team Apr 06, 2021

The notifications for organization shares can be turned off at a per-project basis:

  1. Go to the Project Settings
  2. Click Customer Notifications in the sidebar
  3. Disable the Organization added notification

image.png

 

As for modifying the share option from the default "shared with organization" to "None" on the customer portal - you could create an Automation rule on the project that automatically shares the issue with the organization again. The trigger would be "Issue Created" and the action would be "Edit Issue", with the Organizations field being the field to modify.

If your customers are separated by domain (e.g. customer@company1.com, customer@company2.com), you could just use the email domain in the Automation action to share the issue with all customers that match that email domain:

image.png

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

Announcing Mindville Insight is now part of Jira Service Management!

Hello Community! We’re excited to announce that Mindville Insight’s asset and configuration management capabilities will now be integrated into Jira Service Management Premium and Enterprise plan...

600 views 9 14
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you