Disallow customers to see servicerequests for whole organization

[Martin Benders]

I can't seem to find where I can change settings so that customers can't see all tickets/service request for their whole organization.

[Alex Koxaras -Relational-]

Hi @Martin Benders 

You go to project > project settings > access > customer permissions

Uncheck the option below "sharing requests with organisation"

Keep in mind however, that from now on the customers will not be able to share with their organisation. Existing tickets will stay as they are, meaning that tickets shared with the organisation will be visible to customers from that organisation. 

Let me know if the above helps.

[Martin Benders]

Thank you.

Does this setting mean that customers are not able to see tickets (new) in the portal?

As you can see I am still able to select 'Alle' (All)

[Alex Koxaras -Relational-]

This mean that new tickets will not be shared with the organization. All will be private.

[Martin Benders]

Hi Alex, 

Thank you. I have to check some things to make sure it works. If needed I wil get back to you.

[John Funk]

Hi Martin - Welcome to the Atlassian Community!

Just a quick question - if you don't want the users to see tickets created for their Organization, what/how/why are you using the Organization at all? 

[John Funk]

And as a follow, as Alex says, you can disable that. However all that is really happening is that the Organization is being placed in the Request Participants field. So if you turn it off, the user can still "share" the ticket with other people (inside their Org or not) so it doesn't mean they completely lose the functionality. 

[Martin Benders]

Hi John,

Good question. So your suggestion is to not connect users to an organization?

[John Funk]

More than likely that's my suggestion, if you are not using it for something else. Otherwise, there is no reason to connect them to an Organization that I can see. 

[Martin Benders]

So that means customers/users will only see their own tickets in the portal eventhough the filer option 'all' is there? I understand that customers/users will remain to see previous created tickets. Am I right?

[John Funk]

That's correct, if you update as Alex shows above. However, for the existing tickets if you remove the organization from the Request Participants field, that should hide the ticket from them even for old tickets. It's really the Request Participants field that allows others to see the ticket. But sure to test all of that out. 

[Martin Benders]

Thank you very much John. I will test it today.

[John Funk]

Great! Let us know how it goes.