Customers unable to see tickets of their organization

[Ernst Swanepoel]

Hi there,

We have a service desk portal setup that customer can email requests or submit requests using the portal. However, customers from the same organization cannot see each others tickets in the help center.

We seem to have the correct settings enabled for customer permission and the help center but still nothing is showing.

A customer can see his/her own tickets but nothing else shared in their organization. 

Any ideas?

[Manoj Gangwar · Accepted solution]

Hi @Ernst Swanepoel welcome to the community! 

1. Ensure that ticket sharing is enabled for the organization within Jira Service Management. You can do this by checking if the organization's tickets are set to be shared by default when customers create them.

Steps to check:

Go to Project Settings > Customer permissions.

Ensure that under "Who can customers share requests with?", you have selected Customers can search for other customers within their organization.

2. When customers from the same organization create a request, they should be prompted with an option to share the request with the organization. By default, they might need to manually select this option unless the system is configured to share requests automatically within the organization.

Steps to check:

As an admin, go to the Customer Permissions page.

Ensure that under "Who can customers share requests with?" you have selected Other customers in their organization.

Ensure that Share with Organization is set to the default option for ticket creation, meaning any requests are shared within the organization unless the customer opts out.

3. Check Organization Membership:

Make sure that the customers are correctly assigned to the organization in Jira. If they are not properly assigned, they won't see the shared requests.

Steps to check:

Go to Project Settings > People or Organizations.

Ensure that all relevant customers are added to the correct organization.

You can verify this by going to the customer’s profile and ensuring they are associated with the proper organization.

4. Check the Request Visibility in the Help Center:

Ensure that customers are correctly viewing the shared tickets in the portal:

Have them navigate to the Help Center and select Requests > Created by my organization. This view should show tickets that are shared within the organization.

5. Ensure No Restrictions via Request Types:

Sometimes, restrictions on specific request types can prevent sharing within organizations.

Steps to check:

Go to Project Settings > Request Types.

Ensure that there are no custom restrictions or workflows that prevent organization-wide visibility for certain request types.

[Ernst Swanepoel]

Hi @Manoj Gangwar ,

Thank you for the suggestions, here are my findings:

1) I have this option selected.

2) I have this option enabled too, I can verify this works when creating a new request, the sharing is set to the customer organization by default.

3) I do not see a "People or Organizations" tab in my Project settings. There is "People" which list all of my customers. But this view does not show the assigned Organization. When I go to my project, I can view the Customers and Organizations there. And yes my customers are assigned to the Organizations correctly. And I can see the assigned tickets in the Organization view.

4) I am checking this myself with a demo account. And no, I cannot see anything no matter how I select the filters.

There is however, no sub menu under "requests" to select "Created by my organization". When "requests" is clicked then I am presented with a view screen, then I can filter the Status, Request Type and another field containing these options:
All, Created by me, Where I am a participant, Shared with my organization, "Customer Organization".
None of these options show any requests that is linked to this customers Organization.

5) There are no restriction set on any of the Request Types which were created and I am trying to see.

Any additional help would be appreciated. 

[Ernst Swanepoel]

It think I might have found a cause, but I am not sure where to set this by default when a ticket is created:

When viewing the ticket in Jira, the security level is set to restricted by default, see attachment. 
When I unlock this, then the customers can see the issue in their portal view.

[Manoj Gangwar]

You can check under project setting> Issue Security