How can I set up service desk so that multiple external users can see all project issues (ie not just the ones they created)?

[Geert Graat]

Hi,

The short answer is: you can't.

In Service Desk customers can only see issues they have reported. So they cannot see each other's issues, even if you would like them to (for instance because 2 customers belong to the same organization). There are some feature requests: https://jira.atlassian.com/browse/JSD-269 and https://jira.atlassian.com/browse/JSD-270, of which the first is now considered by Atlassian.

You can have issues that were not created with the Service Desk show up on a Service Desk, but still that is for only one customer as it is based on the reporter.

Regards,

Geert

[Thomas Schreckenbach]

Hi,

> You can have issues that were not created with the Service Desk show up on a Service Desk...

How can I do this? As an agent I want to create an issue and "give" it to an external customer ("waiting for customer"). The customer should perform some actions and give me the issue back...

Regards, Thomas

[Geert Graat]

Hi, to have issues show up on Service Desk, the issue needs to have a reporter that is a customer on your Service Desk and the issue has to have a valid Customer Request Type field value. To set this field, you can introduce a specific transition in your workflow which sets the custom field value. You need to have the JIRA Suite Utilities for this. This is how I have done it, in the latest version of Service Desk some functionality is introduced to raise issues on behalf of your customer, but I have not checked that out yet. See https://confluence.atlassian.com/display/AOD/2014/10/23/Upcoming+Atlassian+OnDemand+upgrade+for+week+starting+on+26+October+2014#UpcomingAtlassianOnDemandupgradeforweekstartingon26October2014-JIRAServiceDesk2.1-OD-04 for more information.