User can not views others issues

[Frank Vasconcelos]

Hello, I am trying to allow certain users to be able to see all the issues of my project in Jira Help Desk, but despite having configured the corresponding permissions I still cannot achieve that they can see all issues, please if anyone can help me I would appreciate it, Thanks in advance. I am using a server version.

fvasconcelos@dataworks.info

[Aaron Williams · Accepted solution]

Have you given the user a Jira Service Desk licence under User Management? Without a JSD licence, a user cannot view those issues.

Other common problems are that you may have added them as a "User" while the permission scheme, by default, is designed for users to be a "Service Desk Agent" role to view and use the project.

[Frank Vasconcelos]

Hi Aaron, I'm going to check the configurations of the permission scheme and the Issue scheme, thanks for your support

[Andrew Laden]

Service Desk is designed around an "Agents" vs "Customers" model. Things get very confusing fast when you have users who are "customers" but also have access to jira another way (via a core or software license)

Agents are licensed, and can do everything in jira.

Customers are not licensed, they can only work in the SD portal, and can only see their own issues.

There are two ways to allow customers to see other customers issues,

1: Make them "Request Participants" on the issue. This is a special Service Desk custom field that allows customers to participate on the same issue

2: Use Organizations. You can set up permissions so that members of the same organization can see all tickets in the organization.

[Frank Vasconcelos]

Thanks Andrew ! I will try 

[Ravi Sagar _Sparxsys_ · Accepted solution]

Hi @Frank Vasconcelos 

What have you done to allow the users to view issues?

Ravi

[Frank Vasconcelos]

Hi Ravi, in some projects created in JDS cloud version I have been able to do it by granting the "Browse Projects" permission in the Permission menu; but I have not been able to achieve it in projects developed in the server version.