Are people in the Organization considered as "customers involved"

[Laura Snoeij]

Hi, 

We just have set up a Service managment system and use organizations to make issues visible for groups of people. 

When sending notifications on eg. requested created or comment added you could pick the options "customers involved" or Reporter. 

As the reporter is part of an Organization the issues is automatically visible for the entire organisation. 

Does this mean the entire organisation will receive the notification as well if I select the option "Customers involved"

If so, is there a way to limit this to the reporter and the requested participants? 

[Angélica Luz · Accepted solution]

Hello @Laura Snoeij,

Thank you for reaching out to Atlassian Community!

The Customers involved in the notification are all customers that opted in to receive notifications.

When a ticket is shared with an Organization, customers from the org will receive a notification informing them that it was shared and that they need to go to the portal and click on “Get Notifications” to receive future notifications.

With this said, if the customer from the org did go to the portal and clicked to receive the notifications, yes, they will be considered as “Customers involved”.

• Managing service project notifications

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica

[Laura Snoeij]

Thanks a lot! This is the answer I was looking for. 

For me this was not entirely clear from the documentation.