Dito!

same here

+1 exact same situation here... an ETA for release 3.3 would be nice

When is this going to be available for Server?

I am awaiting this before going live with JIRA Service Desk. The final excruciating step

Is there any ETA on the release of this for the Server release of SD? 

hope Atlassian resolve this JSD-4390 ticket soon without keeping it open for long period .

it will better if they can close JSD-4390 & reopen JSD-270

That's a novel way to trick 1000+ users into believing an issue is fixed when it isn't, well done Atlassian.

I agree with hartmut.ludwig

JSD-270 does not explicitly mention that this is for Cloud version.
Unfortunately Atlassian has a habit to resolve Issue even it is partially resolved.

I just hope that everyone that voted on JSD-270 will take a bit time and vote on JSD-4390 once more even they are Cloud users.

+1 Still not fixed for all platforms. What server release will this be in?

Please keep this request open as it also include delivering the feature to the server version! (And as a lot of people say, I won't be surprise if the majority of us needing this feature are actually server users...)

And btw we are still waiting for an ETA...

+1 for reopening the ticket

Hi,

this functionality request was never intended to be cloud-only, most people here are waiting for it in the server version since a long time, please reopen.

@Attlasian,

if this is the case you should have open the case separately for cloud & server version, it will be better if attlasian confirms on the availability of the same for Server version ...

+1 for reopening the ticket

Hi Attlasian,
Can you open this issue, because it's doesn't resolve for all !!!

Hi Tim,

That's a bad decision to create a different issue for the same Problem.
Someone at Atlassian has decided to close JSD-270 prematurely even though it is obviously not fixed for the majority of the users.
Now we have JSD-4390 as an issue that seems to be only a few days old and has less then 100 voters. That does not reflect the fact hat > 1300 are waiting to get this fixed for almost 3 years now.

Best Regards
Hartmut

Hello,

We have created JSD-4390 to track adding customer organizations to the server version of JIRA Service Desk. Please follow that suggestion for updates.

• https://jira.atlassian.com/browse/JSD-4390

Cheers!
Tim | Atlassian

CC laurens.coppens1356736127 a.demesquita support838 kazimierz.bojko

When will this be available for the server version?

When we have for a lot of years internal (or external) customer organizations who are using hundreds of projects with SLA (before it was Vertigo SLA) and who are using standard JIRA UI with all features, we need to be able to disable Customer Portal to continue only with SD SLA.

I am looking into it - follow JSDCLI-17.

In the last few days has anyone figured out how to bulk change tickets to retro assign the organization? We have thousands of tickets to update.

Do we have an indication as to when this feature will be available for the server version?

Hi All,

This is a great addition to Service Desk, and is making things much easier for us - thanks for listening!

As per javajoe's request, I too would have loved to bulk update tickets with an Organisation, but sadly this wasn't available so I added them individually. Not so bad for quantity, only 60 or so, but each edit results in an email which I would rather have avoided.

The other element that would make this much more usable for us is the ability to order query results and service desk queues by Organisation. I would love to hear if this is on your radar, or if there's a workaround.

Cheers

How do we assign an organization to ALL of the existing tickets? One at a time is going to take a long time. There is no option for bulk edit, is there some other way to do this with a few clicks rather than one at a time?

I have created a test organization and added three test users to it. When I log in as one of the users, I am unable to see the issues shared within that organization. This issue occurs with both preexisting issues changed to include the organization and issues created since the release of this feature for JIRA Cloud. Is anyone else having this issue?

Organisations have been added to my site which is great news.

However, it's usefulness is being limited dramatically by the lack of ability to search the request list fully.

You can search for issues using content in the fields that display on the customer portal (Key, type, requester, summary etc), but you are unable to search via custom fields within the issues themselves.

Is this a feature already on the radar or should I create a new suggestion?

For everybody commenting in the case:
I started watching this case about 1 year ago.
I just counted my notifications and I have 458 emails from comments made in this case.
Out of all those comments I can count on two hands how many notifications where actual updates and information about the feature.

I don't see the point i adding comments like "we have a need for this feature too" - That is what watching and voting is for.
Please also note the comments about the release of this feature and what type of instance and version it is released on.
The last few weeks has been nothing but confusing comments about not finding a feature, because people are using a server version, or hasn't upgraded yet.

As of this moment the case is being watched by 871 users. Every single comment in this case results in an email notification to every single watcher.
I apologies for added to the long list of comments, but my inbox is cluttered enough as it is, so I appreciate it if people could be a bit more conservative about the comments.

Thank you

Hi,

As JIRA admin i dont have an option Add organizations in the Customers list.

As JIRA admin i dont have an option Organization management setting in > Applications > JIRA Service Desk Configuration.

It seems like it is not available on Cloud.

Does all these mean that the feature will be available on Atlassian Support portal too?

If I understand correctly the customer will only be able to select share with the organisation they belong too. So as long as they don't exist in multiple organisation (if that's even possible) they will only be able to see themselves as an option.

3. When you attempt to create a new ticket there is a drop down to share this ticket with an organisation (default) or can select a private ticket.

In our case, when a customer belong to an organization, he must be able to check share or not with his organization(s). Our supports teams and our company don't want that an organization can know which other organizations our company work with (as they may be competitors)!

Hi all,
 
Regarding shipping to cloud and not server, in general, we do ship to Cloud first - and this is something we will continue to do - as there are far fewer permutations to test and QA on our Cloud infrastructure. It's not that we don't want to provide the functionality to server customers, rather, we want to provide the capabilities as soon as they are ready - and in general they are ready for Cloud much sooner than Server. Customer organisations will definitely be available for the next major feature server release. We don't have an ETA for the next server release but historically major feature releases for server are built every 3 months.  
 
And for our cloud customers who cannot find the functionality yet, it is taking time to propagate out across all customers and should land on your instance very soon! 
 
Vincent

ryan.clamp1 If you are an agent and also a member of at least one organization, you should see the 'share with' drop down when raising a request. For 'raising on behalf of', you will always see the drop down with the organizations the person you chose is in, so we avoid agents sharing with wrong organizations.

Agents can also share requests with any organization using the 'share' link (customer portal > request page) or using the Organization field in the JIRA issue view.

Customers can also share with other organizations from the customer portal depending on you security options.

robert.nolan That's right. All instances will have the feature in the next 17 hours max.

I assume it should be across all instances. I have attached a screen grab of the top of my customers list. See if that matches yours.

We're on the Cloud version and user is within Service Desk Team - but do not see the Add Organisations *option in top right of Customers - only *Invite Customer. Is it taking time to propagate out across all customers or should this be available to everyone right now?

In your Service Desk project, go to Customers. In the top right you will see Add Organisations. Click that and add a name and should then appear in the list of customers. The fiddly part (unless a better way) is getting the existing customers in the group as only way I see is to re-add the email's in when viewing the organisation.

Ah, no I believe this only to the Cloud Instance currently. See some comments further up the chain.

@rRyan, where can i create an orgnisation? Really don't see this

Is this availible on server edition?

Ah ha, back tracking a little on my earlier comment around raising tickets yourself. It doesn't allow you to share if you create as a service desk agent but if you change the Raise this request on behalf of option to someone within the organisation it does show the drop down to allow you to share or keep it private.

Hmm no shouldn't do, if you look within the People panel to the right it should be listed in any Service Desk created ticket between Request Participants and Votes/Watches. Might need to have at least 1 created Organisation though if it to display.

Does the organisation field require additional plugins? I can't find it

Just to add to the above. If you create a ticket yourself (as a service desk agent but through the portal view) it treats it as a private ticket. I don't see an option to share with an organisation other then going into and editing the ticket afterwards which is a bit of a shame, unless I just missed it.

I've got it working (well I think so ).

1. Create your organisation
2. Add what customers you want into this organisation (service desk agents are not listed so ignore those).
3. When you attempt to create a new ticket there is a drop down to share this ticket with an organisation (default) or can select a private ticket.
4. When created this then populates the Organisation field under the People panel (under Request Participants).
5. All customers within the newly created organisation (I've tested with 2 so far) can then view all tickets that are tagged to share with that organisation (if that makes sense).

Note though that this is with the default Customer permissions and will mean all old tickets need updating.

Please feel free to correct me if I've got that wrong.

So is it possible that the reporter can see issues reported by others or not?
How to configure it?

I think you have to access the Organisation and add the customers email in through the Add option. It then moves the user form the root list of customers into the organisation.

Is there a way to add existing customers to newly created organisations?

@Vincent  "This feature will also be available for Server in a future major server release." 

When will this be exactly? This issue presents a massive hurdle for our organization. We need this yesterday. Any kind of time frame for when this will be available to us?  We paid  $12,000 for our 25 agent license on our company account where cloud users pay $3500. On top of that, we have 3 other major products from Atlassian. It's honestly a bit of a kick in the face to hear this is released to Cloud users and that we'll get it somewhere down the road. It would sting a lot less if we could at least give our stakeholders a general idea. Zendesk keeps getting pitched and its getting hard to argue with the supporters....

Hi all,

Great news! Customer organisation is now available on cloud! To find out more about this feature, check out our blog post and documentations here.

This feature will also be available for Server in a future major server release.

On top of this we have also built public APIs so you can easily extend our feature to support your various usecases! Check out our API docs here.

On behalf of the JSD team I want to thank all of you for contributing to this ticket. Your comments, feedback and interviews have all formed the feature we release today.

— JIRA Service Desk Team

I can not find the Group customers in organizations feature in our service desk. Has this feature been release?

I'm confused. Adding an "organization" attribute to users sounds like a core Jira issue to me, but I don't see any indication on related JRA tickets to indicate that. Is this something that is only going to be available to JSD customers?

Thanks Vincent

So, to summarise, there are several parts to this feature:

1. New entity "organisation" which is joined to Users. JQL, user interface, reports, exports, etc all available for this new entity.
2. An API to create, edit, delete this entity and link it to users.
3. Ability to build SLA rules per entity

The above is JSD-270 and due to land in the next major release of Jira. Is that 7.3?

4. Additional arbitrary attributes for the organisation, which would make it possible to build SLA rules in simpler ways particularly when you have several thousand organisations. We'd want to tag the organisation with a "type".
5. Additional arbitrary data for users as per JRA-6354 which would allow users to have phone numbers and other useful data in their profile.
6. Ability to load the above data via LDAP

The above will come some time later in 7.4 or 8.0, perhaps in a couple of years.

Because JSD-270 will probably break the User Profiles" third party plugin, we'll need to find another solution for the LDAP integration, maybe with some custom scripts talking to the API.

Does that all sound about right?

Hi @David Meyer

JSD-270 looks good, but can you clarify the scope of that task so we know whether we should wait for it or implement the "User Profiles" third party plugin.

• Will it pull arbitrary fields (phone, address, etc) from LDAP?
• Will it associate users into companies from data in LDAP?

I can see that JSD-270 will add new access rights to group users into companies, and that's great. But I'm not clear from that task as to whether it will solve a lot of JRA-6354 at the same time: that is extra fields from LDAP or elsewhere in addition to the company grouping.

Will it go further and let us associate companies with SLAs?

DeShawn, the JIRA Service Desk currently allows you to add your customers as 'customers' of a service desk portal, which do not use a JIRA license. When you add a customer they get a user account set up, which you can find in the User Management area, but they are set as 'Restricted Portal Access'. They are not given any application access ie JIRA Software and JIRA Service Desk remain unticked. Your internal team like developers etc will have JIRA Software Access, and your Service Desk agents will have access granted for both JIRA Software and JIRA Service Desk. Currently if customers of the same organisation need to see issues they did not create, they need to be added to 'Request Participants'. Atlassian are currently working through changes to make it easier for customers of the same organisation to see other issues. I believe they have made good progress on this, and I am hopeful that we will see this released soon. Hope this helps to clarify things for you.

My company is looking to use the plugin in order to satisfy our client's requests to view all of their Company's items until this feature is implemented in Service Desk; however, we're finding that the number of Users allowed when using the plugin feature is restricted to the number of user accounts we have in JIRA. The users using Service Desk as a "Customer", which we were assuming the plugin would accommodate, do NOT and will not have user accounts within our JIRA set-up. User accounts within our JIRA set-up are restricted to our internal team which include software engineers and project managers.... Customer accounts using this plugin within Service desk need to be opened up to our external clients.

Can someone please offer an explanation or more information on this? Am I completely misunderstanding the plug-in's functionality?

Can we have some detail on how it will works? thanks

Been waiting over a year and a half for this functionality. Super excited!

This one will be very useful to us!

Hello – Is there a tentative release date for this? I'm waiting on rolling out both JIRA and Service Desk to my customers until this functionality is available. Any advance notification I can give to my customers would be hugely beneficial.

Very excited to see this feature roll out. It will be very useful to our customers.

Hi Vincent Wong,

Given that this feature is finally in testing phase, could we be provided with an indication as to the time frames for release?

An indication is all we are asking for so that we can plan and inform our customers accordingly.
 

Hi all,

We are at the tail end of the development process for this feature. We are currently performing final testing as this feature touches on many sensitive parts of our products relating to permissions and security model.

We also want to thank all of you who have joined us for the usability test, your feedback was very valuable and we have made a number of changes to the feature based on the feedback.

As mentioned earlier, this feature will be available to both Cloud and Server and will be available on Cloud first before Server as there are far less permutations to test and QA on our Cloud infrastructure.

Thank you all again for your patience.

— JIRA Service Desk Team

Hi,

I was really excited to read that JSD 3.2.0 came out today stating that "We've closed out some of the highest-voted requests and added new features to save you time."

Well - It's just a lie! And the excitement changed to disappointment - once again.

JSD 3.2.0 solves the incredible amount of 21 suggestions raised by JIRA Users. Wow! Applause!
You might say "perhaps they focus on quality instead of quantity".
Well - no! The opposite is the case.

Guess how much votes those 21 "highest-voted requests" had in average?
No chance you even come close to the figure. It's 57!

JSD-270 has incredible 1300 people begging you to implement a way to share cases in a team. JSD-218 has 1216 voters asking that it should be somehow possible to customize notifications send out by JSD.
And those guys implement some 21 suggestins with an average count of 57 votes and dare to tell us the "highest-voted requests" have been added? That's just rediculous!

I really can't understand how the management prioritizes. How can they allow that anyone works on an issue except those two mentioned here? JSD 3.2.0 introduces some minimal improvements in which virtually nobody is really interested in.
The two Issues that have collected more than 1200 votes don't get even mentioned in the release statement as further plannings.
Not a word.

Anyone out there who is waiting for this (like I do) hear my advice: Don't expect that this management will be able to come up with a solution for these two basic features in a reasonable timeframe.
We have been waiting for more than two years now and we will have to wait at least two more years if the development continues in the same speed. So - if you really need those features I recommend to evaluate alternative solutions (like we do) instead of waiting.

Regards
Hartmut

Is there any update on this topic? Any idea of when will be available this feature in cloud?

Any chance of getting an update on this? I think this is an important feature for many customers, and it's currently preventing me from being able to move forward with Jira Service Desk.

Oh my goodness I can feel a session on social media coming on!

So Atlassian? Any information update for this issue?

Hello, Atlassian!
Around month and a half have passed since the last update of this issue. Are there any news?
What is approximate release date of this feature?

Best regards,
Andrey Pechnikov
Borlas Ltd.

Great idea, thank you for sharing

For internal users, this is what we did...We created a query filter, saved it, assigned permissions for specific groups to see it, and have the URL of the filter emailed as part of the auto-response when a ticket is entered.
Steps:
1. Click on Issues | Search for Issues
2. Type in the query string (example: project = <name of project> AND resolution = Unresolved...)
3. Save As
4. Details (appears next to the Save As button) | Edit Permissions
5. Shares = Group, <name of group(s)>
6. +Add
7. Save
Then we went back into Service Desk and edited our auto-response (aka: Automation) to respond with the URL of the filter

For an internal Developers -> Developers service desk, being able to "bring down the walls" on the portal is critical to us. Our dev's and their managers are going batty that they can't just share a link with a co-worker without having to first go in and manually authorize them to see their ticket. As the JIRA Admin I've having to fight some less informed folks to just keep Service Desk in place at all.
Unfortunately, the note plugins don't solve the basic ink sharing issue, so they aren't worth the $$
I'm in a Server environment, not cloud, for reference.
Looking forward to the option to open visibility.

Folks - for anyone who was using custom user attributes and misc workflow extensions to hack groups in the meantime, great news! We've been spared the workflow apocalypse. The team is adding that functionality back in to JMWE. Yes, you will need to update the attributes for your users to map to the new set up, but I'd far rather tackle that, then lose this functionality altogether... details here...

https://confluence.atlassian.com/jirakb/jira-miscellaneous-workflow-extensions-jmwe-removal-from-jira-cloud-815262011.html

Side note: I've found Atlassian PdMs to be shockingly responsive throughout all this - addressing our specific concerns and giving me updates on status. And no, we aren't big. We have a dinky little 25 seat license so it ain't that. Before you guys light more pitchforks on fire in this thread, I wanted to weigh in with a vote of confidence for this team. Yes, it's taking FOR-EV-ER, and I certainly don't have the visibility to say why. But I'm pretty certain that the reason isn't because of lack of caring about the users or our needs - not based on my experience.

Are there any methods to get this functionality in cloud currently?

Hi All,
There are 761 people watching this thread and every comment that goes out (incl. this one unfortunately !!) which is not directly related to news on an Atlassian fix or update serves only to pollute our email boxes. I don't want to have to "Stop watching this issue".
Thanks to Jan (seibert media) you now have a plugin you can evaluate as a solution but if you're in need of support on this then please take it to https://marketplace.atlassian.com/plugins/net.seibertmedia.jira.plugins.collective-issue-view/server/support
and not in this thread.
Thanks for your understanding.

Hi all,
@Luigi Caso have you succeeded to configure the plugin ?
i'm actually trying but i can't see it working
Note : i'm french, and my use language in JIRA is French, maybe i should name the participant group "groupe de participants" ?
thanks

@Luigi Caso

Of course, here you go: https://aufgaben.rp.seibert-media.net/servicedesk/customer/portal/13/user/login?destination=portal%2F13

You also find it in the marketplace under support --> issue tracker

Just register & login, then select the right plugin from the dropdown, fill out the form and you will get support very soon from our plugin developers.

I couldn't see that you bought the plugin (maybe I can see it tomorrow...), but however thank you very much.

Best regards

@Jan Kuntscher

I'm not only evaluating the plugin, I (or, better, my company, upon my suggestion ) bought it.

I sent my request using the contact link on your website, and I received a confirmation email, too..... but no answer. If you could send me your service desk URL (via email), I'll open a new request there, because, in the meantime, I tried to configure the plugin, following the (very basic) steps reported on the link posted by Florin, but I still can't see it working.

Thank you.

@Luigi Caso

I can see, that you are evaluating our "Collective Issue View" plugin and thank you Florin Haszler for posting the link. We (the JIRA Team at //SEIBERT/MEDIA) didn't get your support request - did you use our service desk to do so? This is the best way to get support and is also the common way for all our 23 Plugins in the marketplace. You can find all the important links whithin the plugin's marketplace site.

@Luigi Caso

if the plugin you mean is Collective Issue View for Service Desk here is the documentation page in English

Let me know (maybe privately) if this solves you problem since I am also interested in a solution.

HTH

Hi all.

OK, paying for something that should absolutely be present in a system like SD is not exactly the best thing in the world, but I did it, because we are already using SD with real customers, and, unfortunately, I didn't notice this "lack" before starting to use it.

Now the problem is: I installed the plugin, but I would like to know how to use it, how to configure it, etc..... pity that the documentation is written in German language! Yesterday I sent a request via their website to ask for an instruction guide written in English, but, so far, no answer. Is there anyone who can help me?

Thanks in advance.

Hi all,

We do have a very vibrant marketplace which our expert partners develop add-ons that extend our products. Collection Issue View for Service Desk and Teams for JIRA Service Desk are both add-ons which aim to provide customer grouping capabilities for JSD Server. If you are on JSD Server you can evaluate these options and choose to purchase them if they meet your needs.

As mentioned before this feature is one of our highest priorities and the JIRA Service Desk team is actively developing this capability. We are building it as a core part of the product, so there will not be any additional cost for this capability - and we are building it for both Server and Cloud.

Unfortunately the development of this feature is taking considerable time as the security model for users in Cloud is very different to Server. It also fundamentally changes the way our product works so we want to ensure we get it right.

If you are interested to see how the feature is progressing feel free to leave your details to join one of our upcoming usability test and provide us feedback on the feature itself.

Thank you all again for your patience.

— JIRA Service Desk Team

OMG. This just goes on and on. Why won't Atlassian just fixes this already? And not without needing to buy an additional plugin.

@Jan Kuntscher
Totally get that, but I'm not willing to throw more money/resources onto a feature which should be available in the first place.
We use a different tool since a while and reevaluating SD again once the other tools subscription is up for renewal. Fortunately we noticed this gap in an early test phase and we never had to deal with real customers on it Only downside is that our solution now is not integrated in the Atlassian eco-system we have.
~Mark

All,

For a very long time, I was upset with Atlassian about this "gap" in functionality. I followed this thread and occasionally posted about my frustration. A week or two ago, I decided to take matters into my own hands and started investigating what I could accomplish by leveraging the main Jira API and relatively new servicedeskapi. The APIs are very robust and I was able to whip up a quick PHP script to accomplish this very thing. I am no master at programming - in fact, it had been a couple of years since I had written anything production-worthy - we have a team for that now. That said, I was able to whip something up in about 20-24 hours.

Furthermore, I learned a lot about Jira and Service Desk in the process and, in addition to solving my participants problem, I was able to build functionality into my scripts that actually solved or otherwise streamlined other business processes. Let me reiterate, I was no fan of Atlassian over this issue but I finally decided, instead of complaining, I should try to find a solution. The Jira API and servicedeskapi are actually quite robust and if you all take a moment, I think you too can find your own solution to this problem and make your Jira instance work for your business needs even better than it does today.

For the record, we are using Jira On Demand and the solution works perfectly. I know not all of you will be able to just whip a program but I do think there are options. If this is the route you decide to pursue, feel free to reach out to me if you have questions (brendan-jira@turinggroup.com). My schedule is busy but if I can answer any questions and I have a free moment, I would be happy to.

Finally, I did run into some bumps along the way - after all, our Service Desk instances are customized quite a bit. When this happened, I simply opened a ticket via the Atlassian Support page and we worked together to get to the bottom of it. They were quite responsive and helpful.

Thanks and good luck,

-brendan

"Collective Issue View for Service Desk" plugin only works for Server installations so it's no use those of us that use the Cloud platorm

@Mark Bednarski: The Plugin is not from Atlassian. It's from //SEIBERT/MEDIA, a Platinum Expert Partner. It's your choice, either you are waiting for an unknown time till Atlassian releases a fix or you try & buy the plugin so you can concentrate on more important things and not on "ridicoulous" ones.

WIth the Promo link mentioned above you will get -50% off till 1st August.

@Oliver Capalad: Take a look at the "Collective Issue View for Service Desk" in the Marketplace. This solves JSD-720

Link: https://marketplace.atlassian.com/plugins/net.seibertmedia.jira.plugins.collective-issue-view/server/overview

Any update on this? Due to this limitation, our customers are not happy and are moving away to use JIRA Service Desk.

Via a paid plugin? You must be kidding. This is getting ridiculous. Key feature gap. .

Not even Atlassian knows.......

@Job Vermeulen: //SEIBERT/MEDIA is a german Platinum Expert Partner and one of the five biggest worldwide. We have nothing to do with the comment you mentioned, but we know the pain and we wanted to provide a solution for this very important feature as soon as possible (also for our customers) and no one knows, when Atlassian will release this feature.

Agreed with Job. Not going to pay for a mistake of Atlassian's.
They need to fix it, and this is taking far too long for amount of people showing interest in this.

@Jan Kuntscher is your company referred in the Atlassian comment 'This is one of our highest priorities and we have the best team working on the feature.'?
Personally I would expect a solution for this problem to be native instead of a paid plugin.

Are you planning a cloud version as well?

That is sad.
I was hoping that Atlassian can install it on support.atlassian.com before they will be able to release their own solution ....

@Hisham: This is a server only solution.

@Jan, please advise if you have a could version

COLLECTIVE ISSUE VIEW for SERVICE DESK

Available now! Limited-time launch pricing: 50% off till 1st August 2016

Promo link: https://promo.atlassian.com/CYFP3W

Hi all,

we are happy to present to you our plugin which solves JSD-270: https://marketplace.atlassian.com/plugins/net.seibertmedia.jira.plugins.collective-issue-view/server/overview

It's available in the marketplace. We hope you like it. We made it to participate on Codegeist 2016 and of course because we know the pain of this lacking feature.

If you encounter problems or want to suggest new features please use the plugin's support link provided in the marketplace.

Best regards.

Jan Kuntscher

Product Owner at //SEIBERT/MEDIA

Our company's main issue preventing us from taking this Service Desk software on, is potentially hinged upon this feature. This is why we need it:

• Assign multiple users to a company or organisation
• Have a view/run reports on incidents per organisation
• Assign a 'supported/unsupported' status to an organisation
• Assign SLA timers to an organisation

There are other things lacking, but can be fulfilled with various plugins available, but this feature(s) is the one that's stopped us in our testing.

Hope for something to test soon.

Hi all,

Happy to find this issue.
Some of our customers need to access to the request created by the members of the group "service desk customers" in the same project. Need access for consulting, comment, and also reopened !
Hope this option will be operationnal soon.

Thanks for your help

Hi Gareth, We have been doing the same, but it only solves the problem partly. It allows them to see all issues in their organisation, but it also means they get spammed with every issue update (as they are participants) rather than just seeing all the issues and only being involved in the issues they want updates for.

Side note: JSD seems like an IT helpdesk only tool rather than a tool to support any JIRA project where many organisations are trying to use it to support ongoing project work either with different customers and/or same customers but different departments for that customer.

We are currently finding it VERY hard to find a way to collaborate with our customers on development projects using JSD. Does anyone else develop new projects for new/existing customers where you would like the customers limited input/visibility on issues but let them see where general progress is at say with the current sprint or epic? Giving the customer some sense of visibility/transparency as to where the development project is at rather than just spreadsheets or emails etc? Surely this is possible in 2016? (Hopefully with Atlassian?) (Tried showing them through confluence - as a confluence user though - but this failed also as only jira users can see linked JIRA issues/reports in confluence...)

Thanks for any suggestions!

To share issues between customers (users), I've started using the Request Participents feature by using the free Automation plugin. I search for all issues under customer X (which is a custom field) and then update the participents to be X,Y, & Z. Its not great, as you need one automation script for each customer but it works.

@Lauren,
The solution I was referring to bypasses the need for a post function to map the user property to a field value. Their is a custom field type called "User Property Field" in it configuration you can map it to a user field. Once you have created a field of this type you then goto the configuration menu and in the default value you give it the mapping to the user property that you want. In my case I created a project called ORG and all users for a given org have a property called ORG and a value of ORG-####. The user property field I then named ORG Ticket and has a default value of reporter:ORG.

@Wayne and Everyone else
When the ticket is created I have an automation set up to fire a series of transition steps. The first post function of the first transition is: "The Field Epic Link will take the value from ORG Ticket". This allows me to then map any fields that I wish to the customer ticket that is created using additional post functions. Each transition is used as a try fail statement that perform the logic I need to automatically route/assign tickets, add request participants(additional users of the same org) and assign unique SLA requirements.

The ORG project itself was an added bonus since I now had a location that I could map all of my customer details where it was easily source within JIRA and via API, but in the end this solution is definitely "hacky".

This workaround is not for the faint of heart. It took >6 months of exploration and testing to get correct. For me it was worth the effort since centralizing all of work within the Atlassian ecosystem means great efficiency for the team.