How can customers within an org share/see tickets from other customers within the org

[Jim Kruckow]

I created an organization and added customers to the org. How can a customer within the org see tickets created by other customers within the org? How do customers share tickets within their organization? Is it only for new tickets created after the org was setup? or is there a way to see tickets created prior to the org being setup. Note: When I go to the org they all show.

I would assume they would be able to go to the customer support portal and login and see requests, but currently they can only see the requests they themselves created.

Configuration settings:

Should new requests automatically be shared with a customer's organization?

selected - Yes, automatically share email requests with the customer's organization. Requests sent from the portal will also be shared unless the customer selects otherwise

[Dan Breyen · Accepted solution]

Hi @Jim Kruckow welcome to the community.  I believe that setup is right.  When they are in the portal, are the users selecting 'All' or just 'Created by Me'.  There should be several different options in the portal for which tickets to see.  One of the options is 'Where I'm a participant'.  If User A makes User B a Request Participant for one of their tickets, does User B see if if they see that option?

[Jim Kruckow]

Hi Dan, thanks for the response.

Yes, I am familiar with that drop down menu and since I added an organization that company is listed in the drop down as well. If I select the company name it works for all new requests, so my setup is correct.

However, in doing some investigation it seem the only way to get older tickets that were created prior to me setting up the organization, is to have the creator login to the portal and go to each ticket under their requests, delete the company name for the shared section as it automatically adds it with the setup I have. But it doesn't work on the older tickets even though it shows it is shared with that company org. The creator then needs to delete the company name and then add it back in - problem solved.

There are a fair amount of tickets created about 40 between 3 creators, so it is a bit of a pain. Would be nice if as an Admin I could go in and make these changes to all of the tickets with out involving the creators of the tickets, but at least I have figured out how to get it to work.

For reference I recommend Jira Service Management Admins setup an organization with company name and email for your customers ahead of time and add the customer names so this can be avoided.