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How to make all issues viewable to customers

Hi, I'm building out a Service Management instance for our company to handle internal support requests. I'm locking it down by domain and IP to only be available internally. But we do want full transparency internally.

How can I set permissions so all employees can see all issues? This is not just agents, but customers. Is it possible to grant browse access to projects and issues within the dashboard and not burn a license? Or will customers (our non-agent employees) just be able to see things in the portal? Either way, how is this accomplished? I haven't been able to get it to work in my permissions testing.

Thanks in advance!

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Brant Schroeder Community Leader Sep 07, 2022

@Neil Winking You would need to add all users to the same organization.  They would then be able to see all issues in the customer portal.  https://confluence.atlassian.com/servicemanagementserver050/adding-customers-1142252951.html 

Thanks for the answer @Brant Schroeder That's what I tried originally, but issues are not being shared with the Organization automatically. The only way I've been able to make them viewable to members of the Org was to manually share them or edit the Org field.

Also, this only shows them in the Portal. Is that the only option? Is there a way to grant read-only visibility into the full project?

Brant Schroeder Community Leader Sep 08, 2022

@Neil Winking They would have to have a license to view it within the project.  You could always try making the project public but they everyone would be able to see internal comments, etc.

Ok. Thanks for the help @Brant Schroeder 

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