I would like the client to see all the project tickets jira from portal center.

[MyCloud Admin]

I want the client to see all the tickets created in a project, for example in the photo I want the client to see all the tickets of the test project.

[Jovin · Accepted solution]

Hey @MyCloud Admin

Unfortunately Jira Software tickets cannot be shown in the Portal, if however you mean the Jira Service Management tickets this can be done but requires 2 things:

1. The ticket must have a "Request type" and also must have that request type be in a Portal Group, see documentation here on doing this: https://support.atlassian.com/jira-service-management-cloud/docs/categorize-customer-requests-into-request-types/ 
2. The user must have access to the individual ticket, this can be achieved in 1 of 2 ways:
   1. The user is added to "Request Participants" - this is a per user sharing method and should be more used for "I want to share my ticket with my colleague"
   2. The user is added to an Organization and that Organization is added to the ticket. See documentation here for Organizations: https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/

I will note that both of the options for giving access will email the customer unless you turn these off in the Project settings: https://support.atlassian.com/jira-service-management-cloud/docs/set-up-notifications-for-your-customers-and-team/ 

[MyCloud Admin]

Thanks for your help. :) I choose the second option. Is it possible to set the "Share with" field to share with "test" by default? I would like the customer to have no choice.

[Jovin]

Hey @MyCloud Admin

No worries! So you will need the Request Type & then one of the sharing. For the Organization you can absolutely have it auto-share. Let's go through doing this end-to-end:

1. Create your organizations and auto-add customers to them:
   1. Create the organization: https://support.atlassian.com/jira-service-management-cloud/docs/add-an-organization-to-a-service-project/
   2. Automatically add customers to an organization: https://support.atlassian.com/jira-service-management-cloud/docs/use-email-domains-to-automatically-group-customers-into-organizations/
2. Automatically share tickets to the organization: https://confluence.atlassian.com/jirakb/requests-automatically-shared-with-organization-1107626894.html 

This should get you setup well :) 

[MyCloud Admin]

Thank you but I don't want someone from the same organization to receive emails from other requests, I want them to see the tickets only from the support center.

[Elitsa Velikova _Nemetschek Bulgaria_]

Hi @MyCloud Admin ,

You can also achieve that using our app Advanced Portal Reports. It will allow your portal customers to view all requests in a project by using the "Show all requests" option in the configuration settings of the app.

You can also use it to show your customers many additional (incl custom) fields on View Request and My Request pages on the portal, also to search easier, export to Excel, etc. It has a 30-day free trial to try it out.

Cheers,

Elitsa

[Klaudia Schön_Deviniti_]

Hi @MyCloud Admin

If you'd like to present all the requests for the customer, please remember to add him to each support request (as a request participant). Of course, the project needs to be JSM type. Then, he should be able to see all the ticket in the Requests view (shown in the screenshot). 

Moreover, if you'd like to extend the list of fields displayed to the customer (for example custom fields), not natively available to be added there, I strongly encourage you to take a look at a My Requests for JSM app. 

If you're curious about this app - please take a look at this clickable tutorial: https://deviniti.storylane.io/share/jciarjebwdzu presenting the main set of features :) 

Best regards,
Klaudia