Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Customer portal requests not visible

Our customers log tickets through Jira Service Desk portal, but somehow they cannot see an overview of all outstanding tickets.

All tickets are logged through 3 request types using issue types incident, service request and change request. None of the tickets are 'Hidden from portal'.

Customer permissions set to: know users can log tickets; can share requests with any customer or organisation


2 answers

Hello Johnny, 

To share tickets between customers, meaning allowing them to see tickets created by others, you should create an organisation within the project customers settings, and add all customers in this organisation.


Best regards


We have 2 customers, so I created 2 projects. For each project I created a customer organisation in which I entered all of the customer members that required access to the portal. Next to this customer organisation, I added single user access for people in our own organisation (our service desk people, who also have access to the back-end of Jira of course).

Given this and from your explanation, I understand that the customer members should be able to see al of their tickets in the customer portal then?

When someone is added to an organisation and creates a ticket, he should see, at the bottom of the ticket, a "Share with" list with the organisation selected by default.

Screenshot 2019-11-27 at 16.19.11.png

Once created, all users added in this organisation, should be able to see this ticket, using the menu on the top right of the portal.

Screenshot 2019-11-27 at 16.27.48.png

Let me know if it's not what you are looking for.


This could be it, but that field is not showing by default on any issue creation form. So I guess I need to add it.

Are you testing with a user added to the organisation ? If you add yourself and create a ticket, you should see this sharing list.

Hello Thomas

I am unable to find the Share with List in my Service Requests

The Share with is displayed only in the customer portal not in the agent view of the SR.

This is correct.

Posting this as this may be helpful to people.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

170 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you