Allow participants to see Jira

[Lloyd Stoltz]

Hi, on our Jira project we need to allow any user in our company to see some Jiras where they need to help on or add comments, currently everyone has the JSM license on their account and can see and comment on each Jira like an Agent but we need to change this and only allow Agent to see the back end of Jira, and any other user to comment and open a Jira on the customer portal URL.

So what we did is we added the "Request participants" on each screen in a Jira project but after we added ourself in that field and then on the customer portal screen we can't see the Jira even with all filters correctly applied, what could be wrong?

[Trudy Claspill · Accepted solution]

Hello @Lloyd Stoltz 

Welcome to the Atlassian community.

Can you clarify this comment?

"we added the "Request participants" on each screen in a Jira project"

What type of project was that? Get the project type information from the project list available from Projects > More Projects > View All Projects.

As @Marc - Devoteam said, Request Participants applies only to Service Management projects.

Additionally, in order for an issue to be visible in the Customer Port it must have a Request Type assigned. That is possible only with Service Management projects.

If you want all people to be able to create issues in the Customer Portal and all people to be able to see all issues through the Customer Portal, regardless of who created them, then I would advise the following:

1. Create a User Group in your site to which you will add all users.
2. Add that group to Customer Access for the JSM project for your site in https://admin.atlassian.com
3. Within JSM create an Organization to which you add all those same users.
4. For each JSM project set the Channel Access to Open
5. Under Settings > Products > JSM > Configuration > 

   Should new requests automatically be shared with a customer's organization?

     select the Yes option

This is only if you want all people to be able to create issues through the portal and you want all people to see all issues through the portal.

Note also that if you are already adding your customers to Organizations, the automatic sharing of new issues with the "all people" Organization may not work. If a person belongs to more than one Organization the automatic sharing is not possible for that person's tickets.

And all this is relevant only for Service Management projects.

If you are trying to make issues in Software projects visible and editable by all people without granting them a license, that is a separate topic.

[Lloyd Stoltz]

Hi @Trudy Claspill ,

Thank you for your comprehensive reply, I noticed there are 2 parts needed to make it work:

1. The Request Participants field need to be filled in.
2. The Request Type needs to be filled in on the Jira.

And yes my Jira project is a Service Management project (I forgot to add it in the description) 

I do have one question, so we have Support teams and if a team member log a Jira then we want all the members in that team to see the Jira and reply back with comments until its resolved. 

Can you create a User Group and then once the Jira is created the "Request participants" field gets filled in with that User Group?

[Trudy Claspill]

Hello Lloyd,

No, you cannot add a User Group to the Request Participants field. It is a User Picker field, not a Group Picker field.

If your Support Team Members are Service Desk Agents then they can see all the issues in the Service Desk project where they are members of the Support Team role. There is no need to add them to the Request Participants field unless you want all of them to be receive every customer-facing notification for each of those issues also.

If you truly want that, you could make another Customer Organization and add all your Support Team Members to it, and then set the Organization on each of those cases to your Support Team Members customer Organization.

If you don't need all of them to receive all customer-facing notifications on those cases, then you could alternately set up an Automation Rule to notify just once all the Support Team members when a new case is created by a Support Team member.

[Lloyd Stoltz]

Hi @Trudy Claspill ,

From your statement:

If you truly want that, you could make another Customer Organization and add all your Support Team Members to it, and then set the Organization on each of those cases to your Support Team Members customer Organization.

How do you add the Organization on the Jira, do you need to fill in a field?

Also is it possible to create an automation rule that will add all the members automatically if a member creates a Jira

[Marc - Devoteam]

Hi @Lloyd Stoltz 

Welcome to the community.

See the documentation on Organizations, group-customers-into-organizations 

[Trudy Claspill]

Thank you @Marc - Devoteam for providing a link to the documentation on Organizations.

@Lloyd Stoltz 

You can define Organizations and add people to them. A given person can belong to multiple Organization if you choose to allow that.

You do need to add the Organization field to your Jira issue screens.

In the JSM Product Configuration:

https://<yourSiteUrl>/jira/settings/products/jira-service-management-configuration

... you will find this option:

Should new requests automatically be shared with a customer's organization?

If you set that option to Yes, and if the Reporter belongs to only one Organization, then the Organization field will be set automatically.

If a Reporter belongs to more than one Organization, Jira cannot determine which one should be used and will not automatically set the field.

You can also set the Organization field through Automation Rules.

[Lloyd Stoltz]

Hi @Trudy Claspill & @Marc - Devoteam ,

Thank you for your help, I managed to create an automation rule to automatically add all the members of the team when one of them log a new Jira.

I'll explore the Organizations and see how to utilize this function in my projects.

We can close this case, I'll open more cases for further help.

[Trudy Claspill]

You are welcome @Lloyd Stoltz !

Just for clarity in terminology this is not a "case". This is not a support portal for Atlassian. This is a user community where questions (and discussions and articles) can be posted and community members can voluntarily offer guidance.

[Marc - Devoteam]

HI @Lloyd Stoltz 

Welcome to the community.

Request participants option is only for JSM projects, not for Jira projects.

Does any user in the company a customer on the JSM project or set to the role Service Desk Customer in the project access.

Best is to have a group where all your users are in to the role Service Desk Customer in the project access settings and only the agents to the role Service Desk Team

[Lloyd Stoltz]

Hi @Marc - Devoteam 

Yes my project is a Jira Service Management (I forgot to add it in the description) thank you for the advice, I'll explore the Service Desk Customer role for more users to have visibility.

[Marc - Devoteam]

Hi @Lloyd Stoltz 

Please accept my answer as a solution, if my answer helped to solve or provide a workaround to your request.

This will help other community member trying to solve the same or provide them with a work around

P.S. If the answer is very valuable to you, please share some kudos.