Unable to view all tickets logged within same organization on CLOUD service management PORTAL

[Ruth Davidson]

This is really frustrating.

We have just set up Cloud Service Management.

When a customer belonging to an organization logs a ticket on the portal or a service agent logs a ticket, other customers belonging to the same organization cannot see the ticket on the portal.

I migrated some tickets from standard Jira project into Service Management and some can be seen by other customers belonging to the same organization.

I've added request participants for the new tickets but still it doesn't show to the participant customers.

I've set the permission to view all tickets for all customers within the same organization.

Set to share all tickets with the organization.

Even assigned request participants to the individual tickets.  The ones that I migrated that showed to other customers didn't even have any participants assigned to the ticket.

Any more clues as to what else to do without dumping service management?

[Ruth Davidson]

@Jack Brickey I worked out that for customers belonging to the same organization must be a JIRA USER to view all tickets.  If the user is only a customer, they can only view their own tickets.  Adding the user as a request participant in the ticket doesn't do anything in opening up the ticket to be viewed by the user either.

This is a big flaw.  What do we do?

[Ruth Davidson]

Hi @Jack Brickey interestingly, I found out that a new customer I created today and added to the same organization can see all tickets created by others and herself, but the customer who have been around for a bit can only see tickets that they are the reporter and not someone elses.  Looks like it's a customer account issue?

[Jack Brickey]

Hi @Ruth Davidson , can you verify that the reporter is indeed a customer in the organization and that the Customer request type is set? Also, can you test that a newly created issue can be seen by all request participants following these steps:

create from portal:

1. customer create issue via portal
2. customer views new ticket and selects share
3. customer adds org
4. other customer searches for issue in portal

create via email:

1. customer create issue via Email and includes other customers in Cc
2. other customers search for issue in portal

[Jack Brickey]

The customer has the option to view any issue shared with them. They don't need a license to be able to view. Ensure they are listed as a Request participant or if you are sharing with organization then ensure they are included in the org.