Make all requests raised on a Service Desk visible to a group

[Rob McBryde]

I have created a Service Desk connected to the Jira Service Project. The use case is for  in-house Customer Support agents to be able to raise requests to be investigated by a technology team. 

I would like all requests that are raised by any Customer Support agents in the Service Desk to be searchable and visible to all other agents. 

Currently the behaviour is that only the agent that raised the request can see it in their customer requests page ( URL = /servicedesk/customer/user/request).

Is this possible? Many thanks

[trthomas]

I am very confused by this question.  Why are they not able to see all tickets when looking at the open ticket queue in JSM (Jira Service Management)? 

Now if they are looking at the portal and can indeed only see those tickets that they have created, then when creating a ticket can they choose to share the ticket.

 

They can also choose to share the ticket after it is created. 

[Emily Fox]

It is 2 different permissions. There is "customer" which are in the portal and "User (agent)" which allows them to view the tickets within the jira project. 

[Emily Fox]

If you create an organization within JIRA, you can assign users to it who can then share the request with the organization. You can also set it to automatically be shared with everybody.

https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/

"Customers in the same organization can share issues with others in their Organization (see "Who can customers share requests with?"), see tickets shared with their Organization from their view when logging into your customer portal, receive notifications when other members of their Organization share requests with their Organization, or opt out of notifications if they like."

[Susan Waldrip]

Hi @Emily Fox , would sharing an issue with an organization mean that everyone in that org would receive all the notification emails for it? If so, are there permissions and notifications settings we could apply to keep that from happening, so customers can view the request if desired (no edit) but not be automatically notified? Thanks!

[Emily Fox]

@Susan Waldrip No, it just means they can view them in the portal. If they are added as a participant then they would get email notifications for updates on the ticket. There are permissions you can set for notifications under Project Settings then Notifications. 

[Susan Waldrip]

Thanks @Emily Fox , I appreciate the info & screenshot!

[Rob McBryde]

Thanks @Emily Fox

I have an organization setup already will all internal staff a member of it. Thanks for this advice, I have now added the Organization to my Service Project. 

You mentioned that I "can also set it to automatically be shared with everybody". This is exactly what I would like to do, so that anytime an agent raises a new request via the Portal it is automatically searchable and viewable in the Portal by all other agents in the Organization. 

With your help I now have the ability for agents to choose to share it with the Org via the share option. However, it would be even better if I could have every new request shared with the Organisation by default. Do you know how I could go about setting this up? 

[Rob McBryde]

I have added the organisation and all my team members to the organisation. I then shared a request with the org but it's not visibile in the Portal of colleauges. Any further ideas. 

[Susan Waldrip]

Hi @Rob McBryde , are you asking how to make requests visible and searchable in the portal by any Customer Support agent? I'm thinking that, since all your agents are licensed users, they should have access to filters and possibly queues so could search and view them that way. Am I understanding your question correctly?

[Rob McBryde]

Hi Susan, yes I would like to make all requests visibile and searchable in the portal by any Customer Support agent.

The reason being our agents work shifts, so they may raise a request and then clock out for the day. Another agent may then want to pick-up that request. I would like our agents to only have to interact with the Portal due to its easy to comprehend interface, rather than having to access the JSM (Jira Service Management) interface.