I'd like to set up my Jira Service Desk project so that a customer may view all open requests via the Requests view.
I've added the "Browse Projects" permission to "Service Project Customer - Portal Access" users but no issues are being displayed in the Requests view. The issues from the Demo project are showing but not in my project.
Could someone tell me what I'm missing?
Hi @Ian Holtham and welcome to the community!
The portal isn't working exactly like that.
Yes, you require that permissions but the issue also needs to be shared with the user or with the organization of the user.
other than that, the issue also needs to have a Customer Request Type linked to it or it won't show up on the portal. (oh and also if you use security levels the customer needs access to that).
So depending on what you want:
No indeed, by default a customer is only limited to their own tickets (and their organization tickets).
A quick workaround/automation is indeed to
As Jira is aimed towards multiple organizations of customers (this could also be multiple departments in your company) creating issues in the same project and not allowing them to see eachother tickets this needs to be activly changed and is not hte default behaviour.
You have to think of it as when you would log a ticket for your HR department containing sensitive data, you wouldn't want that to be auto shared with all the customers/colleagues right? This way you can actively choose to keep it private or share it with colleagues/the entire organization.
If you however wish to overwrite that, then a simple automation to set the organization field at creation should do the trick.
You will indeed still need to add each customer in to the organization.
Hi @Ian Holtham,
I don't think what you are trying to achieve is possible. Unless all created tickets are associated with the same organization and all your users who create tickets belong to that organization.
The portal is designed to show tickets to external, unlicensed users. They can only see:
A caveat to sharing all tickets with the same organization is also that all other users belonging to that organization will see all tickets.
For more information on organizations, see the documentation
In the general configuration of JSM (<yoursite>.atlassian.net/secure/admin/SDConfiguration.jspa) there is exactly the setting you are looking for:
The only thing you'll need to take care of, is that all your users are indeed associated with that one organization.
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