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How to allow a Reporter to see an issue from a hidden Service Desk Project


I have created a base project, let's name it Level 1 and 4 sub-projects for each Level 2 team.

The Level 1 project is visible to the whole organisation but I've left the other 4 projects visible to only the people that are added to that project, in this case, the Level 2 Executives working on those issues. 

Level 1 can escalate tickets to Level 2 by moving the issues from one project to another, and it will inherit the Reporter.

Is there any way to allow that Reporter to interact with the issue with the Customer View? 

I cannot see any option in Permissions to allow "View Issues" to jira-users. 

If I add that group to the Browse Project permission, will make it visible to every body and the idea is to keep those 4 projects hidden.

Any ideas?


1 answer

0 votes
Kris Dewachter
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Apr 20, 2023

Hi @Juanma Castilla ,

If you move a ticket from project one, to project two, and the customer (reporter), doesn't have access to project 2, he/she will not be able to see the ticket.

Generally, I don't think moving JSM tickets from one project to another is not advised. The ticket will get a new key which makes it confusing for the customer. 

Why not give the agents of project two, access rights to handle tickets in project one ?


Best regards,


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