We need only one customer to see all tickets under a Service Desk Project. How can we accomplish?

[Tabatha Spake]

We are trying to figure out now is having one of our Customers who is able to see all the tickets assigned under this Service Desk Project.
I added him to the organization but see that anyone submitting tickets must be in the organization in order for this user to see it and then all users in organization will have ability to see all tickets and that's not what we want.

I could really use some live assistance on the best way to configure all of this. The security and permissions here are very complicated.

[Jack Brickey]

While I have not explicitly attempted this, you might consider using Automation to add this customer as a request participant to all created issues except those he specifically creates. Organizations indeed allow others within the organization to see the issues created by others. The one complication/limitation in the automation route is if your project is to be shared with different clients/organizations.

[Tabatha Spake]

Can you please point me to a direcction that will walk me through the automation route?

[Jack Brickey]

Here is the automation docs - automate-your-jira-cloud-processes-and-workflows 

basically something like this…

trigger - issue created

condition - reporter != “the one customer“

action - edit issue and add “the one customer “ to Request Participants