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customer cant see organization member`s tickets


i`m running a jira service desk portal - i`m trying to setup an organization - we have a customer that has 5 opertors and they need to share their portal tickets.

so i added them into an "organization"  - 
image.pngi set the permissions as follows :



but still - on the portal i cant see the organization tickets ... why?? 

3 answers

1 accepted

0 votes
Answer accepted
Dirk Ronsmans Community Leader Oct 09, 2020

@Erez Ben David 

This will indeed not work on the tickets already created (and for security you wouldn't want to).

By default when a ticket is created the customer has to decide whether he/she wants to share it with the organization they are in or if the ticket is private.

The old tickets were created before there was an organization so they will still be private.

@Erez Ben David , I suggest checking if the tickets have Customer Request Type filled in. This sorted it out for me.

0 votes
Guilhem Dupuy Community Leader Oct 09, 2020


I confirm that your set up is good and should work.

Maybe it doesn't work retroactively ? Do you have the same problem on new issues you create ?

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