Allow all JSM users to see each others tickets

Beyer B_ _Brian_ February 20, 2024

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.

 

 

2 answers

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Marc Koppelaar
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February 20, 2024

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_ February 26, 2024

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

Like Marc Koppelaar likes this
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Rebekka Heilmann _viadee_
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February 20, 2024

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

Screenshot 2024-02-17 200618.png

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_ February 20, 2024

Hi,thanks for the fast response!

2024-02-20 10_09_49-Jira Service Management-configuratiepagina - Jira en nog 30 andere pagina's - We.png

 

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_
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 20, 2024

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

 

Screenshot 2024-02-20 102045.png

 

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

Screenshot 2024-02-20 102259.png

 

Screenshot 2024-02-20 102352.png

 

Beyer B_ _Brian_ February 20, 2024

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_ February 20, 2024

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?

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