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How do we allow Service Desk customers to view all open tickets in a project?



We are on JIRA for the Cloud.

Currently, service desk customers can only view the tickets they raise themselves on the portal and cannot view any tickets raised by us (tech support team) on behalf of them on the same project.

We have tried to raise a request on behalf of the customer but they do not get a link sent to them for the ticket nor can they view it when they log into portal

3 answers

Hi @Tareque Ahmed 
I believe if you add customers as a participant to the individul Jira issue, then they should be able to see it - so you may need to do this manually to all issues that you would like them to see.

Jira service desk wasn't built with the idea that the customers would be able to view all of the issues within Jira, as this is usually just for the service desk agents, so there is no easy way of doing this as far as I'm aware

0 votes
Aileen Grant Community Leader Aug 20, 2020

an extra tip is that the customer will not see the issue unless the request type is completed and they are also a requested participant. The issue needs to be tied to a portal request type before the customer can see it as a requested participant. This is only relevant when the create button is used by an agent to creat the ticket

I did this:

1. Create an automation rule in that project

2. When ticket is created, add specific user as participant.

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