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Customer permissions - customer portal


I want reporters to be able to see the tickets opened by other reporters. From the customer portal view, not the internal one. Is it possible? Sometimes when I send the url from a ticket from the customer portal view, there are certain customers that "don't have permissions".

Thank you

3 answers

2 accepted

0 votes
Answer accepted

Hello @Alejandra González,

Thank you for reaching out to Atlassian Community!

For a customer to be able to view a ticket in the customer portal, they need to have permission and for that, they need to be the reporter, participant, or part of an organization.

On Jira Service Management, it’s possible to group customers in organizations, so when they create a ticket, they can share it with everyone on the organization they belong to. 

The Organization is a good option in case they need to share the tickets with all their teammates, but in case it’s necessary to share the ticket with few people once in a while, it’s better to add them as participants.

If you have any other questions regarding this matter, please let us know.

Kind regards,

0 votes
Answer accepted

Hi Alejandra, 


To be able for other people to view a request they should either be added as participant or they should be part of an Organisation which is been added to the request. 



What do you mean by organisation? it should be added to the request the same way as a participant?



0 votes

Hi @Alejandra González

As an alternative for creating public forums, you can use Customer Case - Jira Support & Feedback app.

At Stiltsoft we use it as a feedback portal for our external clients where they can submit their issues or ideas. It's visible for everybody, but you can restrict it to specific emails or domains. It can also be a support portal (private communication with a support assistant).

You can check the look of the Stiltsoft portal.

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