allow certain customers to view all tickets for a particular customer/organization

[Stefanie Sullivan]

For some organizations in our JSM, I need certain users to be able to view and comment on all tickets in that specific organization.

How can I achieve this?

[Ivan Lima]

@Stefanie Sullivan, assuming the users are customers, you can add the same set of customers to different organizations. Depending on your customer permissions and global settings. If your configuration automatically shares email requests with the customer's organization, you can achieve that by adding them to the organizations you want them to collaborate with.

References:

• Group customers into organizations
• How customer access settings impact project permissions

[Stefanie Sullivan]

Thanks so much for the quick response!

I have an organization - let's call it ABCD Corp and I only want certain ABCD Corp customers in that organization to be able to see and comment on all the tickets in that one particular ABCD Corp organization. I don't necessarily want all the customers in that org to have the ability to see all the tickets in that org.

There should be no visibility into other organizations as well. Is that kind of more granular permissions possible without giving Agent access?

[Ivan Lima]

Before discussing possible solutions to achieve that, let me ask you a question. Why do you have customers, those you don't want to see and comment on all tickets, within the organization? What is the use case that you need those customers within the organization?

[Sam Hayford]

Hi @Ivan Lima -

Use case is that you've outsourced support for an application, like your CRM, ERP, etc.  Third party owns and maintains said helpdesk, is using JIRA.

The management team wants to be able to run numbers on outstanding requests etc., as well as be able to intervene if necessary.  

From a user experience, you still want the tickets that individuals are filing to be private, as it isn't anyone's business that you are having login access issues.

Thoughts?

[Matthias Gaiser _K15t_]

Hi @Stefanie Sullivan,

one way you could achieve this is by using Jira Automation. I have an automation rule like this in mind:

• When: Issue Created
• If: Organization is X (You might want to check what's the right condition here)
• Then: Add these users as Request Participants

Would that work for you?

Cheers,
Matthias.