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Service Desk Customers Want to See All Issues


I have a project in Service Desk which is shared with many users from a single customer. When they create issues, they can see their own issues, but they cannot see all of the issues for their entire organization.

For example:

If Kelly raises an issue in the portal, she can see her issue.

If Stephan raises an issue in the portal, he can see his issue.

Kelly cannot see Stephan's issues.

Stephan cannot see Kelly's issues.

Each customer should be able to all of the issues in the project. How can I configure it to make this happen? I've searched Google and the product documentation with no indication on how to achieve this.

EDIT: This is on a server solution.

2 answers

1 accepted

3 votes
Answer accepted

Hi Anthony,

You did not indicate, server or cloud, but I think it's fairly similar.  On Server, what we do is set up as single organization and put all our customers in that single organization.  Then under Customer Permissions - Set "who can customers hare requests with" to "Any customer or organization".

By doing that and having a single organization that your customer belongs to, when they create their issue the default is "shared with" that organization.  So now all the customers can see all the issues that have been shared.  Keep in mind, that a customer could still choose to make it private.

Hope that helps


@Susan Hauth _Jira Queen_ . tell me , please, how customer can make it private in your case? 

@Susan Hauth _Jira Queen_ That worked for us. Thank you very much.

What about for cloud?

Does doing this also send emails to the users in the Organization when issues are created/updated?

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