Requests not showing in customer Help Center

[Janel Berning]

Very new to JIRA Service Desk here.  Just launched today, in fact, and now I'm finding that I cannot see any of our requests/issues in the customer-facing Help Center.  We have about 12 open requests in our Service Desk project, and no matter what search criteria I enter in the Help Center that our customers use, I cannot bring up a single one of them.  Search results are empty.  This was not the case during our final user training last week, so I'm not sure what is happening or what to check/adjust in order to fix this.

Has anyone else run into this?  Any suggestions/guidance is welcome and MUCH appreciated!

Thanks!!

-Janel

[Jack Brickey · Accepted solution]

you should be able to see any request "you" created in the portal.

you will be able to see request by others if you are in the same organization as the reporter AND they have shared it with you, i.e. you are listed as a Request Participant

[Janel Berning]

Thank you, Jack!

2 follow-up questions...

How can I go about adding an existing customer to an Organization so that I can get all customers into one Organization? You see, all of my "customers" are actually employees of the same company, so all part of the same organization.  We did not want to manage user logins, so just let everyone self-register.  But it looks like in order to group them all into the same Organization, I actually have to invite them to it one by one, which looks to be very tedious.

Is there no setting that will allow all customers in the same Organization to see all requests submitted by other customers, even if those requests haven't been shared with them by the requester?  Again, because all our "customers" are within our organization, they all need to be able to see & search all open requests, regardless of who created them, especially if we want them to make sure they're not submitting a duplicate request that someone else has already submitted.

Thanks again!

[Jack Brickey]

you can simply create an Organization and then add each member to the Org. They will disappear from the root Customers view and be moved to the Org. They will not receive any notification of this I believe. Yes it is tedious and I really wish there was a multi-select option. you can set up request to share w/ the organization by default if you like. You can also enable, under Customer notifications, Organization Added which will send out the issue created email to all users in the organization. I don't use this as it results in a lot of spam IMO.

[Janel Berning]

Thank you SO MUCH, Jack!  You made my day!  :-)