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Two customer share each other's issues and responses

Oliver Dieser May 16, 2024

Is it possible to connect two customer accounts from the same external organisation to a Jira Service Management project? The aim is for both people to see each other's tickets (and the responses and comments to them), not just their own. This applies to both the view in the portal and the emails generated from the portal. We have been told that this is not going to work. True?

2 answers

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Dan Breyen
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May 16, 2024

Hi @Oliver Dieser welcome to the community! A customer can share any issues they have reported with anyone else in their organization by adding their email in the 'Shared with' section on the ticket.  

There are ways for the system to share all tickets in an Organization with everyone in the organization, but that can be a big can of worms as people will get notifications when they really don't want them. There are requests in Atlassian's Jira site to remove this functionality.

I don't want it used in my organization, as people tend to be concerned with the issues they report, not every Service Request that has been entered.

Hope that helps.

Oliver Dieser May 16, 2024

Thanks @Dan Breyen , very much appreciated! We'll try that!

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Mikael Sandberg
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May 16, 2024

Hi @Oliver Dieser,

Welcome to Atlassian Community!

Correct, you cannot connect two accounts so they automatically see each others requests. But you can get close to it using automation that add each for the customers as request participants when one of them submit a request.

Oliver Dieser May 16, 2024

Thank you, too, @Mikael Sandberg. Very helpful!

Like Mikael Sandberg likes this

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