Filter out, hide or not show customers.

[Alexander Westergård]

Hi, 

I have an issue regarding the list of customers. 

For the moment we have two JSM-projects (there will be more) one of the projects (Project 1) is customer facing and handles requests from external people. They are creating their tickets via email and to be able to communicate through comments they are created as customers in Jira. 

The other JSM-project is an internal IT-support (Project 2) that handles incidents and requests from internal employees. When they look at the "Customer" section in their project they see all of the external customers that have created tickets in Project 1. 

Is there any possible way to separate these customers and hide them from each other? 

Another issue is that when the internal IT in Project 2 manually put in the reporter they will get the total list of all the customers in Jira, is there any way to filter these out as well?

Best regards, Alexander

[Rilwan Ahmed · Accepted solution]

Hi @Alexander Westergård ,

You need to modify who needs to be your customer in project 2 (Internal IT). 

Go to Project settings > Customer permissions to choose who can raise requests in your service desk and who your customers can share requests with.

More details in https://confluence.atlassian.com/servicemanagementserver/managing-access-to-your-service-project-939926273.html

[Alexander Westergård]

Yes, that helps a bit. But when editing the reporter field all customers across the entire site is presented in the field. Can we filter the field?

Best regards, Alexander

[Rilwan Ahmed]

Hi @Alexander Westergård 

I have not tried personally. Just try to update Create ticket permission to the required groups only.