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How to efficiently set up Searching Requests via the HelpDesk?

Hi All,

We transitioned to Jira Service Desk (now Jira Service Management) in 2019. We did not have a Jira Admin Role at our company, so implementation of the transition was left up to us. In order to make sure that our Customers (all Internal Users within the same domain) were able to share their Requests with others we made an Organization within our Project and then added Customers to that Organization. Now that Organization is not used because our IT developed a way to automatically create Atlassian Users from our Active Directory list of Users. When you look at the Customers for your Project, you see both the Organization (with Customers within it) as well as a list of Customers.

The Organization concept is still useful because it allows a Customer to share the requests with groups but we cannot remember how to actually set it up to work as we expect and how to keep the Organization updated with Users.

We believe (but cannot confirm) that the creation of this old Organization is disturbing the ability for Customers to search for Requests via the HelpDesk (top right corner). 

What's happening is that some Service Desk Portals and their Request Types appear searchable while others are not.

  1. Does anyone know how to troubleshoot this or any Project features that could be used to test?
  2. Is there a way to share a Request by default with every other Customer? Share in this context meaning that any Customer can search Requests via the HelpDesk and find any Request submitted and the discussion therein.

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