how can agents view other agent's requests

[Matt Wangler]

We would like agents that work for our customers and submit requests to be able to view requests submitted by their colleagues they work with. Is there a way to give access for a customer to see all requests submitted by their colleagues they work with?

[Dave Liao · Accepted solution]

@Matt Wangler - hi Matt! If you want agents to see other agent requests, there's many ways to do that. Each method depends on how often you want to see this info, and how big your team is, and other factors:

• If your team is small, consider making a queue for each agent.
• If your team is small and there are few issues in your project, sort your queue by the Assignee field (the Assignee field will need to be added to your queue first).
• If your team is large, search for issues in Jira by assignee.

If you want customers to see other customer requests, they can if they're part of the same Organization.

Hope this helps. If this doesn't, can you rephrase your ask?

[Matt Wangler]

Actually, it’s not our agents we want to give viewing capability to, it’s our customers’ “agents”. Our customers have more than one “agent” inputting requests and they would like to have their “agents” be able to view their other “agents” requests.

Thanks,

Matt

[Dave Liao]

Gotcha! Then I'd review the concept of Organizations within Jira Service Management, that should get you what you want. 💪

[Matt Wangler]

OK, setting up organization, have loaded in several test emails and none of the invites that are supposed to be sent have been received. Checked spam folder, nothing.

Suggestions?

[Dave Liao]

@Matt Wangler - Matt, to clarify, you're inviting these folks on the Customers screen, using the "Add customers" button in the upper-right?

[Matt Wangler]

Yes...I tried one more time to another email address and it worked. Seemed like the email addresses that were not working already had accounts as customers in our service desk.

[Dave Liao]

Oh yeah, that would do it! Would be nice if the Jira interface would tell you that upon invite... I bet there's a feature request ticket for that.

[Matt Wangler]

We would also like to enable our customers to update the status of their issues...at this point they only see the status as static, assume there is a way to give them access to update from their end?

Thanks,
Matt

[Dave Liao]

@Matt Wangler - to allow customers to update the status of their issues, edit the workflow for your support tickets so that a particular status transition is available on the customer portal.

The instructions I linked to are for Server/Data Center, but still apply to Cloud. You need to make status transitions available on a transition-by-transition basis. (Which is a good thing!)

[Dave Liao]

p.s. If you've got other questions, I recommend asking a new question to ensure you get help from more folks faster, otherwise you're just depending on me to eventually see your reply 😅