give a user view permissions to a single ticket

[Yair]

We have a number of employees who create service desk tickets and want to view the progress of their issue. Is it possible to grant view only privileges to a single ticket?

Thanks for the help

[Alex Koxaras _Relational_]

Hi @Yair 

You can do that by change a specific option:

• Go to https://YOURDOMAIN.atlassian.net/jira/settings/products/jira-service-management-configuration
• Select the "No, don't share email requests with the customer's organization. Requests sent from the portal will not be shared unless the customer selects otherwise" choice from "Should new requests automatically be shared with a customer's organization?" section

[Yair]

Hey @Alex Koxaras _Relational_ 

how does this allow a user to view their issue?

To clarify the employees are not users on the board. Its a private board for request tickets to come to. How can an "external' user see only their ticket?

Thanks

[Alex Koxaras _Relational_]

@Yair I do not follow you.

Are you talking about a JSM project, or a JSW project where you use a kanban board?

[Yair]

JSM. We are the security team and employees send requests or other issues through forms. The tickets come onto our board and we process them. 

There are only a limited amount of people with access to our board. So to clarify the question, employees who create tickets and want to keep track of the ticket progress and they do not have a JSM licence, can they still view their own ticket as read only?

Thanks for the help

[Bryan McDade]

This seems to have stalled, if i understand you want to allow the user to view their own ticket without adding them as a licensed user in atlassian.  We do this via the 'customer' area, we created organizations which are added to each desk the user would need access to and then add the user as a customer to one of the desks which they they get access to all of them.  they will only be able to access via the customer portal (different urls) then the admin view, however they will be able to login and view their own ticket.  We add all the users in the company to the Atlassian account however we only give them site access and not product access.  In the past we also had a group called 'intranet' which was defined for access for those accounts, as well as on the company managed service desks, instead of just team-managed desks.  I think they have now changed the naming convention of the types of service desks.