Can portal only non Jira acct users see all tickets in the portal for the proj. they are a part of?

[Tim Hailey]

I had a spec (request) requesting access to all of our users that are non licensed Jira users in the company. I was able to configure this in Customer Permissions and it works great.

My problem now is that this team is now asking for all of these non licensed Jira (portal only users) to be able to see ALL tickets in the portal for this Jira Portal project, regardless of the ticket not being shared with all portal users for this project.

Here is there ask:

"Any portal user that has access to the portal to view all "My Requests" and All EOT Requests (i.e. tickets raised to EOT by anyone for any reason, even if not a participant). 

So that they can see everything that’s in the pipeline/in progress or review a past ticket.
Because they may not have a Jira license and they need to see this information via the Service Desk Customer Portal."

I have no idea if that can be configured. My understanding is that only users that can view the tickets in the portal are the reporter and whomever it has been shared with.

Does anyone have any ideas on whether this can be done or whether it is impossible?

Thank you very much,

Tim Hailey
Atlassian Systems Administrator

[Florian Bonniec · Accepted solution]

Hi

You can create an Organization that group all thoses users. Share by default with the user organization so everyone should be able to access the ticket. I think by default it's shared with the organization if the user do not set the request as private when creation the request.

The only way for a user to see a ticket on the portal is to be the reporter or particpant.

If someone remove the org from the participants only this user will be able to see the tikcet.

You may need to use Scriptrunner and write some code using the API to manage Organization based on user permissions/Groups and to manage ticket Participants.

https://docs.atlassian.com/jira-servicedesk/REST/4.15.0/#servicedeskapi/organization-addUsersToOrganization

https://docs.atlassian.com/jira-servicedesk/REST/4.15.0/#servicedeskapi/request/{issueIdOrKey}/participant

Regards

[Tim Hailey]

@Florian Bonniec Thank you for the feedback.

I have a few questions surrounding this option.

Is there an easy way to add all the users into this new organization? There are about 400 of these types of users and the way they get added to the project is using the Customer Permission: Customers who have an account on this Jira site. Those accounts are synced from an LDAP external directory. I don't want to manually add and remove users due to overhead of on and off boarding users.

How do you share these portal tickets with an organization "by default"?

If all tickets are shared with the entire organization, is there a way to suppress all of the email notifications that this would send out when tickets are created or updated?

Thank you very much,

Tim Hailey

[Florian Bonniec]

Do you managed them using group in the AD ?

If so you can do a script that iterate over the members of the group to add them into the org using the API to initiate it, then I think there is an event trigger when someone is added to a group so you can create a listener that will add user when added to the group.

You will need an app such as Scriptrunner for that.

Regarding the By default, there is nothing to do if I remember well, if the user is member of an org it will be shared unless he select private, it close to the submit button I think.

You can disable email on the project admin > Customer Notification and disable those related to Org.

Unfortunatly, organization are not easy to manage in JSM.

[Tim Hailey]

Currently, I am not aware of an AD group that encompasses all users but I could have one created. That might be a great idea. 

Is there a way to add a group to the Organization, rather than one user at a time? If that was possible, than the external directory sync would keep the users up to date.

I am not an API developer or even savvy with the Groovy scripting. However, I do have ScriptRunner for Jira server installed.

That is great news about suppressing the notification for Organizations. Would I just suppress this option: Organization added?

Thank you very much for your help.

[Florian Bonniec]

No, you can only add Customer/user individually.

https://jira.atlassian.com/browse/JSDSERVER-5072

I do not see any other way to do it else than Scriptrunner but since it's a very comment issue, some apps should exist to sync group with Organization. I never tested any. This app may do the tricks. https://marketplace.atlassian.com/apps/1222917/tinker-for-jsd?hosting=server&tab=overview 

You also have to go in each Notification and make sure only the reporter is set as recipient. But it will affect also user that have license if they create a ticket.