Customer Portal not showing all tickets

[Juan Carlos Francisco GRIMI]

Is it possible to configure the customer portal so that the user can see all requests, not just the ones created by itself? The "Created by anyone" filter would not seem to work.

[Mark Segall · Accepted solution]

Hi @Juan Carlos Francisco GRIMI and welcome to the community!

The "Created by anyone" option can be misleading.  The way JSM works is that requests are highly locked down by default and customers only have access to their own requests. There is another layer called "Organizations" that enables customers to be grouped so that they can view each other's requests. 

For example, I have 3 customers that work for company ABC.  I can create Organization ABC and add those 3 customers to Organization ABC.  This enables a sharing feature where as long as share with ABC is selected, Any customer in Organization ABC can see each other's requests by way of the "Created by Anyone" filter.

Now, to answer your question... If you're looking to open things up where any customer can view any request, you would need to add all customers to one big organization and ensure all of the requests have been shared with that organization. 

[Juan Carlos Francisco GRIMI]

Thank you very much for the quick answer!