Jira Service Management Issues shared with organization not being showed on customer portal

[Jeff Santos]

Hi guys,

I'm having a bit of trouble with organization share on customer portal.

I have some issues shared with some organizations. These issues are corretly showed when I use customer portal option "Where I am participant" for example.

But it is not being showed when I use the option "Shared with my organization":

My issue is, however, shared with that organization:

Not everyone in the organization is a participant, so this issue is not visible to them on the list, but at the same time, the issue is visible through the direct link.

Ex: https://instance/servicedesk/customer/portal/37/RH-22 

This is really weird and really annoying.

Does anyone have an idea what could I be missing?

[Angélica Luz]

Hello @Jeff Santos,

Thank you for reaching out to Atlassian Community!

Testing on my local site using a customer account, if the ticket is shared with the organization or if the customer is a request participant, both options work correctly.

Note that, only customers that are added to the organization can view the ticket. If an agent or administrator goes to the portal, it’s expected that it won’t be visible, since people in those roles are not supposed to be added to Organizations.

Please, confirm if the email address of the customer is listed under the organization and if you need to test, use a customer account and not the agent/admin one.

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

[Jeff Santos]

Hi @Angélica Luz ,

Note that, only customers that are added to the organization can view the ticket. If an agent or administrator goes to the portal, it’s expected that it won’t be visible, since people in those roles are not supposed to be added to Organizations.

We have noticed that it happens even on a customer access, but I'm actually trying on my admin profile.

I'll make some more test regarding to it and I'll let you know.

Thank you!