JSD - How can a user see other user's tickets

[LAXMI ABHINAV REDDY ARAE]

Hello,

 In JSD, how can a user see other user's tickets? Also, how do I satisfy a requirement where any user should be able to comment on a user's ticket and the notification should be received by the ticket owner only?

Thank you.

[Yana Stoliarova]

In this case, you should operate by three areas in the JSD project settings:

- Users & Roles;

- Permission Scheme;

- Notification Scheme.

You should verify that users have proper permissions (use Permission Helper if needed) to browse, comment issues.

In order to notify only issue Assignee, simply modify the system events in the project Notification Scheme:

1. Issue Commented
2. Issue Comment Edited 

by adding only 'Current Assignee' here.

[Dirk Ronsmans]

Hi @LAXMI ABHINAV REDDY ARAE ,

Are you talking about customers or users? Because that would change the approach completely :)

If it is a customer, then by default they can only see their own tickets. If however a ticket is shared with them then they will also be able to see it. 

Sharing a ticket can be done on an individual level or based on an entire organization.

Otherwise if they are Agents then they should just be able to see the ticket unless specifically hidden by for example issue level security.

for your second requirement, would that be that an Agent comments and this goes to the Reporter?

based on the proper naming of the players in the use case we could fine tune the approach

[Guilhem Dupuy]

Hi @LAXMI ABHINAV REDDY ARAE ,

What I would recommend is to go to Project Settings > Users and roles, and then add the users you want to view and comment all the issues in the correct Project role (probably the "Service Desk Team" role). If they have a Jira Service Management / Jira Software / Jira Core licence they should be able to view and comment all the issues.

It could also be due to your Permission Scheme, where the project permissions are set.

The last thing you can check is the Issue security level which allow you to go a bit further but let's stick to the basics.

Let me know if it helps,

Guilhem