Allow entire company access to see internal Service Desk issues

[Demi Benson]

We have an internal service desk (that is, for employees only, access granted via the same access that grants our internal Confluence).

Occasionally, people want to be able to share their issues with other people. While this should work for one or two people by adding them as Request Participants; sometimes people want to share out their issue links with a much larger group (for example, all of dev) as a way of showing that someone has already created the ticket and other people can watch if they want to.

It seems like "Organizations" might be a way to do this, but 

1. There are far too many people to individually add every person to a company-wide organization (not to mention that we'd have to remember to do it every time someone joins the company).
2. No one wants to add the entire company as a Request Participant (which would send the entire company notifications) on the off chance that they might want to keep track of it.
3. There are enough departments and sub-groups that maintaining all those new organizations would be a drain on our agents.

So the question is: How do I allow anyone who can login to be able to view service desk issues, if given a customer link to that issue?

[Jack Brickey]

@Demi Benson, So to be clear are the users that you want to be able to view JSD issues JSW users?

Here is the deal on sharing for cloud JSD:

• if your JSD users are Customers only and do not have JSW licenses the only option is to use Organizations, disable "Organization added" notification (prevents everyone in the org getting notified every time an issue is created). From here the reporter or Agent can add participants one-by-one.
• if your JSD users have JSW licenses then you can set them up as collaborators (browse, comment). You can do this by using a group or role

Regarding adding employees to an org quickly, if you can get all employees emails into excel (HR or IT should be able to provide this), you can copy and paste the list into the add member into org.

Unsure if this helps or not but wanted to share.

[Demi Benson]

Few of the company-wide JSD customers have JSW seats. 

But thank you for the suggestion of copy and paste for adding people to the org.

[Susan Hauth _Jira Queen_]

Hi Demi,

There is no way around it if you want to have open sharing, you need a company wide organization.  If you are on server, I recommend the app "Extension for Jira Service Desk" which does have a feature that automatically syncs a jira group to an organization.  That's what we use.

And as long as you don't turn on the customer notification "Organization Added", then there won't be any email spamming to the entire organization.

That's how we roll at our company.

Cheers,

Susan

[Demi Benson]

Thanks for the quick reply.

We're on the Cloud JSD, specifically so that VPN access to the office is not required to get to the customer portal. There doesn't seem to be a customer notification for "Organization Added".

I see that app does have a cloud version https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-desk?hosting=cloud&tab=overview but I don't see anything about sync'ing organizations.