Oh this is sure shot required functionality ... its a pain to go through the issues which are open and you are cced on it

This one is also present at our operation - we have multiple admins at our customer organizations who need to see each others tickets. If it is possible to have a 4th and 5th filter option ("my organizations open tickets" and "my organizations closed tickets") in the servicedesk portal this would be adressed.

I have a need for this as well. I have JIRA users on the Salesforce end which integrates with JIRA through a connector and where tickets are created. I want to use Service Desk's customer portal to allow these same folks to track their issues if necessary and allow for editing and whatnot too. Currently only the tickets submitted through the portal are visible in the portal, even though it could be the same reporter who created them. Without this capability, we're getting emails and calls to find out the status of tickets which could be self-service instead.

Here at Citrix we have an almost identical use case, we do have several support-like projects for which we want to enable SD but because of the design limitation of not seeing existing tickets we cannot deploy it.

I have no idea why when you implemented SD you didn't reuse the Issue Level Security from JIRA, which can be configured in any way that one would like. You can configure so the issues are visible only to the reporter or not, or any other configs. Still, SD seems not to reuse this functionality.

To provide a bit more context:

I've been running my IT ticket queue out of JIRA without a service desk for some time and one pattern of behavior that emerged is that often one ticket filed by one person would grow through the watcher list to include the list of people needed to solve the problem

Sometimes this means adding a manager in for approval, sometimes this means bringing a developer in to comment on the issue as experienced by the user. The larger point being that an issue will pick up customers as its life goes on.

It would be really fantastic if those issues would be surfaced through the Service Desk interface. As it is right now, the "My Requests" area is a view that explicitly only returns tickets to which the user is the reporter. This needs to be able to be redefined so that a user views all the tickets they have permission to see in the project.