JSM requests visible to all logged in users / Portal permissions

[JG Meillaud _]

Hello,

We're a large IT department using several Jira Service Management projects to get requests from staff across the organisation. Most requestors are already Jira users but some don't need/have Jira licenses so they are just customers.

We would like to let the requests to be visible through the same link to all logged in users and customers by default with minimum manual operations.

DOMAIN.atlassian.net/browse/PROJECT-123 is what I call the Classic Jira view.
DOMAIN.atlassian.net/servicedesk/customer/portal/XX/PROJECT-123 is what I call the JSM Portal view.

At the moment we can make the Classic Jira view visible to all jira users, however for the same issue, the JSM Portal view, users and customers need to be manually added. (which I find to be an absolute nonsense...)

So I seem to be in a position where I have to choose between the following:

1. Automatically add a default organization to all request and manually add all users and customers to this organization.
--> This is not ideal as it requires to manually add users and customers to the organization.

2. Train the whole company to add participants to requests, and if it hasn't been done to access through the Classic Jira view and add themselves.
--> Not ideal either as it would add complexity

Has anyone had a similar problem and what is the most sustainable way to go?

Cheers,
JG

[Ajay _view26_]

Hi @JG Meillaud _ 

There is a 3rd way to do this. Use Automaton for Jira

a)  You would need to first manually add the users to the customer organisation ( or use the JSM REST API to achieve it )

b) Run a automation for Jira scheduled rule to add the organization to all the Requests created so far..