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Share existing tickets with Jira Portal

We have been using Jira for a year and we have several issues raised.
We have just initiated our Jira Portal and given access to an Organization.
Is there a way to share the tickets we have created with our business atlassian accounts with an Organization?


3 answers

On the ticket in Jira Service Management, in the field 'Organizations' I have inserted the Organization the customer belongs to. However the ticket is not shared with the Organization. 

@Maristella Botsi ,


Can you send any picture to our visibility?

OK I figured out what I was missing. It was necessary to define the 'Request Type'.

Thank you for your assistance. 

@Maristella Botsi 


Small details that make a difference.

If you have any questions, we're here to help :)

@Maristella Botsi 


Please click "Accept Answer" to make it easier for other users with similar issues to find the solution.

Thank you for answering, let me clarify the question.

We have tickets raised by our atlassian accounts in a service desk project.
We have added a customer under an organization. Customer does not have an atlassian account, only an account for the portal. 
We want to make visible on his portal some tickets from the service desk project (created by our atlassian accounts).

Is this feasible?

Yes, it´s possible.

This is feasible if you internally edit the "Organizations" and add this customer's organization. This way, he will be able to view the ticket on his portal, filtering the issues that are shared with the organization he belongs to.

Another alternative would be to share these tickets with this customer.

Just go to the ticket, access the option to share and fill in the full email of this customer.

For future cases, if you want this client to have visualization, just follow the same way.
1: Internally editing the "Organizations" field in Jira so that the client has visibility;
2: After creating the ticket, sharing it with this customer.

@Maristella Botsi 


For you to be able to share items with the organization, you need to be a registered user as a customer within the organization.

See the example:

In my test project I have two organizations: Google and Amazon

Organizations project.PNG

My user is only registered in the "Google" Organization.

When opening the request through the customer portal, if the requesting user is within the organization, the following option will appear with his organizations and also the option for him to open the ticket without sharing with organizations.


If you click on "None", this will be a private ticket where only he will have access;

If you want to share with the organization, just select the desired organization.


If at any time the user indicated the wrong organization or opened the ticket privately without sharing it with the organization he participates in, this change can only be made internally in Jira.
To do this, go to project settings;
Go to "Screens";
Select the IssueType where the request is associated and in the "Edit" screen, add the field Organizations;
After that, internally in Jira you can change the organization that will have access to this ticket.

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