Allow all JSM users to see each others tickets

[Beyer B. (Brian)]

Hi,

We recently migrated from Jira local to Jira Cloud and we have JSM.
In the previous situation, all users had a Jira license, so they could work within each ticket and adding comments and stuff like that.

Now in the new situation, we changed the license structure a bit... so we have Jira users and JSM users.

Users are used to work in each others ticket as a team, but now in de JSM situation they don't have access anymore to each others ticket.

Now I've read this one: Add an organization to a service project | Jira Service Management Cloud | Atlassian Support  because our vendor said you have to create a organizition within the project, adding the users and than they should see each others ticket... but where?

I've tested it with a few users in the organization, but I cannot find out where they should see their tickets?

Thanks for the help.

[Marc - Devoteam]

HI @Beyer B. (Brian) 

All old JSM issues need to bulk updated with the organisation field to be updated on the issue and you added all the members to the organisation.

Or you can look into the "collaborator" role, as you mentioned all other user do have a Jira licence.

See documentation collaboration-between-jira-teams or what-are-user-types-and-roles 

[Beyer B. (Brian)]

Thanks Marc, a collegue did this bulk change and now it's fine. Thanks!

[Rebekka Heilmann _viadee_]

Hi @Beyer B. (Brian) 

The requests will be available in the Portal view, if they are shared with the Organization. You can change the default setting for that in the JSM Administration

This has little to do with what your users will be used to, as they only will be able to comment and access whatever transitions are available to customers (depending on your workflow settings). JSW users can view and add internal comments to JSM issues. For anything else they will need an Agent license. You'll have noticed that already.

Without knowing more about your team's structure it's hard to give you other best practices.

[Beyer B. (Brian)]

Hi,thanks for the fast response!

These are my settings (in Dutch). Apparentely the same...

Maybe I don't understand what you mean with default setting?

In which view JSM users can see all the tickets and even tickets submitted by other users? I think that's what they are looking for, because they want to prevent double submitted tickets.

[Rebekka Heilmann _viadee_]

The "automatically share" option should be activated, if you want all Requests from the Customer shared with their whole Organization. Which should be true in your case.

Requests (Customer view on an issue) will be visible in the customer portal. Access through Channels > Portal > Open

That's the Portal view, where you can access your own and all shared Requests.

[Beyer B. (Brian)]

Hi Rebekka, vielen Dank!

But in this situation, you only see your own tickets. I don't see other requests in ''all''.

Where to find the automatically share option which one has to be activated?

[Beyer B. (Brian)]

Found it, and it's enabled... so I am wondering, how to see all the requests within a project in JSM? Just like in your screenshot. I would suggest that there are more requesters than only you?