Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Share existing service desk requests

Hi,

I just created an organization and manually added all our users so they will share their request (default) and be able to see all other requests, too.

We already have a lot of existing requests and of course we want them to be visible too.

I found out that I can set existing requests to be shared with the organization from the issue page, but nonetheless these requests won't appear visible in the service desk queue of the users.

Is this the normal/correct behaviour? Is there a way to make existing requests visible to our users in the help service desk?

Best regards,

Alex

1 answer

1 accepted

0 votes
Answer accepted

Hi @Alex ,

Just to make sure you are following the same steps as I think you are.

You created an organisation: great!

You added all the users to that organisation: again awesome!

Now, when you say you set all the existing issues t obe shared with the organisation, how did you do that?

Normally you can change the "organisations" field on the issue and if you add that organisation (that you created) in there it should become visible for all users of that organisation. (it's basically as if you are sharing it with the organisation from the portal)

Keep in mind that there are several filtering options too on the portal view so make sure they have those set up correctly.

Oh and also maybe a very important one, make sure those Requests have a Request Type assigned to them too. Otherwise, they will not show up!

Hi @Dirk Ronsmans,

oh damn, the portal view was actually filtered to open bugs... (so just the new ones visible). I'm so sorry.

Bulk change setting the organization worked fine!

I guess ther's no way to default sharing only for a specific customer request type (like bug and new feature but not software request)?

Dirk Ronsmans Community Leader Dec 11, 2020

HI @Alex ,

Not exactly, something you can look in to is perhaps to use some kind of automation instead of default sharing.

That automation could then set the Organisation value only for specific issue types.

Like Alex likes this

Ah, yes. I will do it the other way around and remove the organization for a specific type. Thanks!

Suggest an answer

Log in or Sign up to answer
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

235 views 1 6
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you