Share existing service desk requests

[Alex]

Hi,

I just created an organization and manually added all our users so they will share their request (default) and be able to see all other requests, too.

We already have a lot of existing requests and of course we want them to be visible too.

I found out that I can set existing requests to be shared with the organization from the issue page, but nonetheless these requests won't appear visible in the service desk queue of the users.

Is this the normal/correct behaviour? Is there a way to make existing requests visible to our users in the help service desk?

Best regards,

Alex

[Dirk Ronsmans · Accepted solution]

Hi @Alex ,

Just to make sure you are following the same steps as I think you are.

You created an organisation: great!

You added all the users to that organisation: again awesome!

Now, when you say you set all the existing issues t obe shared with the organisation, how did you do that?

Normally you can change the "organisations" field on the issue and if you add that organisation (that you created) in there it should become visible for all users of that organisation. (it's basically as if you are sharing it with the organisation from the portal)

Keep in mind that there are several filtering options too on the portal view so make sure they have those set up correctly.

Oh and also maybe a very important one, make sure those Requests have a Request Type assigned to them too. Otherwise, they will not show up!

[Alex]

Hi @Dirk Ronsmans,

oh damn, the portal view was actually filtered to open bugs... (so just the new ones visible). I'm so sorry.

Bulk change setting the organization worked fine!

I guess ther's no way to default sharing only for a specific customer request type (like bug and new feature but not software request)?

[Dirk Ronsmans]

HI @Alex ,

Not exactly, something you can look in to is perhaps to use some kind of automation instead of default sharing.

That automation could then set the Organisation value only for specific issue types.

[Alex]

Ah, yes. I will do it the other way around and remove the organization for a specific type. Thanks!