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?

[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

[Trudy Claspill]

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.