Let particular customer user see / list all the issues reported by his subordinates

[Norbert Neubauer]

My customer has ~100 users. They are assigned to Service Desk Customers role.

Everyone can create the issue and service desk team users (my side) are handling these issues.

Now, I'd like to grant a right to list all issues to a person that is not assigned to service desk team, nor to administrators. It's customer's representative, let's call him/her manager. Manager is supposed to manage services on the customer's side and see all the issues reported by his subordinates.

I tried to present that list using manager role, but it doesn't work. I also tried to play with permissions, groups, etc, but no luck.

How can I achieve that with JIRA servicedesk?

[Brant Schroeder · Accepted solution]

There are two ways to do this.  

1. You can setup organizations on the service desk.  You would add the manager and all their subordinates into an organization.  This allows every user in the organization to see all issues associated with that organization.  Apply that organization to the issues. https://confluence.atlassian.com/servicedeskcloud/setting-up-service-desk-users-732528877.html#Settingupservicedeskusers-manageorgsManageorganizations
2. If you do not want everyone in the organization to see all issues of the organization (users are not comfortable with transparency) you could use a third party plugin like JSU or scriptrunner to add the manager as a request participant so they can see the issue.   

[Norbert Neubauer]

Thank you, it seems that the second option is the only solution for me.

However employing third party paid plugin to add the same entry to every issue is kind of joke (no offense). I think of finding table where participants are stored and write simple trigger to add the participant when issue is created. Plugin must do the same.