Inquiry about the role which can raise ticket and all task list
Asked by ozama motohiro:

Recently, our company have introduced JIRA SM for quick sharing of in-house system incident information with external vender.  
We plan to use help center for biz department, and we expect they raise inquiry ticket for in-house system.  
However, it is expected that biz dept want to see whole task list of in-house system.  
We assume biz dept will use "customer role", and is it possible for us to realize this functionality?  
We concern "customer" role can not be realized to check whole task list of inhouse project in our JIRA SM.  

If my understanding is not correct, could you please correct me.  

Thanks in advance  

P.S.  
We would like to allow biz dept to raise ticket and read-only all ticket.


Answers:
author: Rebekka Heilmann _viadee_
body: Hi [@ozama motohiro](/t5/user/viewprofilepage/user-id/5420724) and welcome to the Community,

where is this "task list" stored. Are you working in a Jira Software project to manage the "normal" tasks or are you referring to all Requests in your JSM project?

Customers can only see Requests that have been raised by themselves or (if set up) by someone in their Organisation. They can only see the Portal view of a Request so will never have access to the issue view (Agent view).

Can you specify what information you want to share with them?

comments: author: ozama motohiro
body: Hi [@Rebekka Heilmann _viadee_](/t5/user/viewprofilepage/user-id/5182395) -san  

Thank you for your response.  
Previously, I said, Task list means the list of JIRA SM tickets related with our inhouse system.  

-----------------  
Customers can only see Requests that have been raised by themselves or (if set up) by someone in their Organisation. They can only see the Portal view of a Request so will never have access to the issue view (Agent view).  
-----------------  
Basically, biz dept will raise a ticket for their inquiry of inhouse system and IT dept will receive it and take care for the ticket. So, Biz and IT should confirm the whole list of raising tickets for inhouse system  
In your answer, customers(Biz dept.) can confirm the whole tickets on the help center of JIRA portal.  
This is the answer I really requested.  
Thanks  


author: ozama motohiro
body: Hi [@Rebekka Heilmann _viadee_](/t5/user/viewprofilepage/user-id/5182395) -san  

Sorry for bothering you, could you please help me clarify.  
Now, I configure help-center configuring for customers.  
I can't see any tickets other than I raised.  

We want all customer can see all tickets in the project, how can I configure for customers on the dashboard?  

Thanks in advance  
![Questionair_for_jira.png](https://community.atlassian.com/t5/image/serverpage/image-id/307017i414AA0AB734557DC/image-size/large?v=v2&px=999 "Questionair_for_jira.png")


author: Rebekka Heilmann _viadee_
body: Are your customers sorted into Organisations? See this documentation: [Group customers into organizations \| Jira Service Management Cloud \| Atlassian Support](https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/)

If you want all requests shared, simply put all customers into one Org.

You then can edit the default share setting in the Jira Administration \> Products \> JSM:

![Screenshot 2024-02-17 200618.png](https://community.atlassian.com/t5/image/serverpage/image-id/307054iF44D63FDBB8F86BB/image-size/large?v=v2&px=999 "Screenshot 2024-02-17 200618.png")


author: ozama motohiro
body: [@Rebekka Heilmann _viadee_](/t5/user/viewprofilepage/user-id/5182395) san  

Thank you for your quick response  

As you mentioned, seems another requester's ticket can be shown on helpcenter.  
But, seems customer can just only check another's tickets just from his signed-up day.  
if my understanding is not correct, could you please correct me?


author: Rebekka Heilmann _viadee_
body: [@ozama motohiro](/t5/user/viewprofilepage/user-id/5420724)

Not sure. I'd have to test it so you may as well ;)


Tags: cloud

jira-service-management

jira-service-management-cloud