Jira Service Desk - visible tickets for all logged in users

[LC]

Hello everyone,

We have recently migrated our IT HELPDESK from Jira server to Jira cloud Service Desk.

The current setup is that only I.T and the reporter are able to see tickets (as well as anyone tagged in the issue).

My question is how hard would it be to open up the project such that anyone in the organisation can see all tickets logged by all users. This was the previous state in Jira server but I'm not sure if this is technically feasible and if it is, whether there are licensing implications that would make this approach undesirable.

To be clear, we do not expect non-IT users to work on tickets. We are trying to provide transparency to allow other (non-IT) parts of the business to see requests being logged and participate in QCing requests before IT spend time on issues.

[Walter Buggenhout · Accepted solution]

Hi @LC,

There's 2 ways to do this: via the customer portal (but that would not be very effective if there's a lot of tickets there) or by letting people the tickets internally (e.g. via search, on a dashboard, ...).

To make issues viewable via the portal for your entire organization, you would need to set up an organization in JSM, make sure all your company users are members of that organization and then share each created ticket (ideally automatically) with that organization. Also, make sure you add all your organization's users are in the Service Desk Customers role of your project, so they can access the portal.

To let your people access the tickets internally, it would be enough to:

• make sure they are licensed users of Jira Software (not JSM);
• add them to the Service Desk Team role in your JSM project (ideally, you can do so by adding a group with all your users to that role).

In both scenarios, the users that are not agents will be able to access your issues, but with limited capabilities. The scenario via the portal has the most restrictions. In the other scenario, users will be able to see the tickets and e.g. add internal comments to them, but they won't be able to change their status, become the assignee, ... 

Hope this helps! 

[LC]

You are a gentleman and a scholar, @Walter Buggenhout! Thank you very much for your answer. Scenario 2 fits us and is exactly what I was hoping for. Many thanks again.

Confirming yours as accepted answer!

[LC]

Sorry @Walter Buggenhout one more thing if I could grab your perspective. Is what I'm proposing reasonable in your experience? Is it out of the ordinary?

[Walter Buggenhout]

Hi @LC,

I don't know the size of your organization and I don't know how your teams are organised, of course. But since you ask ... 😉 

It is quite common practice to let at least certain teams contribute to your JSM tickets in this way. The most typical scenario is when you have IT support and development teams working together, or bringing in subject matter experts to help resolve tickets that are beyond the service team's skills or other capabilities.

But granting access to all JSM tickets to everyone in your organisation is something else. If you think of all the types of issues and requests that may be raised there, it's not hard to imagine there may be (quite a few) tickets that should not be accessible for everyone.

That does of course not change the way you can set this up. You can still determine who should be able to access or not, just by connecting the appropriate groups to the Service Team role in your JSM project.

[LC]

Makes a lot of sense @Walter Buggenhout. Many many thanks for your thoughts!🙏