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How do I make all Jira users view the tickets in JSM?

Edited

In my organization, we want to open up viewing to all Jira users to JSM tickets.

I tried 2 alternatives that did not work for different reasons:
The first was to generate a customer team where all members are present, this did not work at all, as it notifies the whole organization when the ticket is updated, which is very noisy.

The second option was that each user shares the ticket to whoever wants to see it, and this option did not work either because users forget to do it.

Is there a more practical configuration that allows any user in my organization to view everyone's tickets without the need to receive notifications?

1 answer

1 vote
Dan Breyen
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Apr 21, 2023

Hi @Valentin Cardozo You can make your Jira users 'Collaborators' in JSM.  They don't need JSM licenses, as they aren't agents, but they are able to browse, view, and comment on JSM issues.

Here's a KB article for that:

Solved: In Jira Service Management; How can i add someone ... (atlassian.com)

You don't need to make the jira users 'Users' of JSM, that marks them as Agents.  

Hi @Dan Breyen!

Thank you for your response!
As I understand it, with this configuration, the users of my organization will be able to see the tickets within the project.

What I need to know is if it is possible to enable all users to view the tickets from the portal.

I am sorry if my request is not understood.

Dan Breyen
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Apr 21, 2023 • edited

Going back to your request, you can go back to the settings and not send email notifications for everyone who belongs to the organization.  I did that because I agree, email gets way too noisy.

I could be wrong, but thinking about the option to see everything in the portal, there are some possibilities, but I'm not sure if you'd want to go down that road.  You would have to make all of your Jira users Internal Customers, and then from a JSM "Organization" perspective, you would need to add all of your Internal Customers(Jira Users) as customers belonging to each and every JSM Organization because that would imply that all of your JIRA users would need to be setup as internal customers.  I would think this option would also add more maintenance, as you're having to manage users, and customers.

I'd like to know more about why you have to have everyone access things from the portal.  I find the advantage of having access to the project allows for my JIRA users who are already familiar with Jira to use JQL to find issues, and there is less of an issue with notifications. Hopefully that helps.

@Dan Breyen Thank you very much for your help and the options you mention.
I tried the option to generate an organization with all the Jira users.
The use case is that the people who generate the tickets in the portal, share that link to other users and they can't see it.
For this reason, I needed a way to enable the portal to everyone. Now I enabled the option for them to enter as Customers and I hope it solves the problem!

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