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Customer and Vendor access to same issue?

Allison Stewart April 25, 2023


I have a new installation of Service Management that is supporting multiple clients/organizations.  In some of those organizations, they have vendors doing testing or configuration, etc..

I need to allow the organization and the vendor access to the same ticket.  But the vendor is a separate organization in Jira.

Can I allow 2 "customers" (organizations) to work on the same issue via the portal?

I was thinking that I could setup a custom "vendor" field and populate that with the vendor organization.  Then create an issue security profile that allows the reporter's organization and the "vendor" to see/edit the issue.

Or, just make the vendor a request participant and then they'd be treated just like the Reporter?

Can anyone provide some guidance on how best to accomplish this?

1 answer

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Brant Schroeder
Community Leader
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August 16, 2023

@Allison Stewart You would need to add them as a request participant as you stated.  If they are not part of the organization that the customer is this an the provided alternative to give others access to the portal issue.

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