How do I create separate SLAs for different organizations without the sharing feature enabled?

[Leopold Jedina]

Hi,

I want to assign different SLAs to different groups (e.g. A customers-> First Response of 1h, B customers of 6h, C customers 24h) of customers. I know that this can be solved by adding users to different organizations (all A customers -> organization A etc.) and using automation rules to assign different SLAs to each organization.

The problem that I cannot solve is that the customers within the organization A, B, C should not be able to share the tickets with the other customers from the same organization or see other tickets from the same organization. How can I achieve this?

[Angélica Luz · Accepted solution]

Hi Leopold,

Welcome to Atlassian Community!
If a customer is part of an organization, the option "Share with" will always appear for them to choose if they want to share with the organization or create a private request.
We have a feature request suggesting the implementation of the ability to turn off the "Share with":
- https://jira.atlassian.com/browse/JSDCLOUD-4382
Please, click on vote and watch to receive updates about the feature.

As a workaround, you can use the syntax membersOf where you can filter by group, but in this case, you will have to migrate your customers to Atlassian account and add them to groups. You can find more details here.

How to migrate a customer account to Atlassian
The first step is to remove all the "user defaults" on Product access. This configuration will ensure that your customers will not receive any license after the migration.

Then you can go to Jira Service Desk > Portal Only Customers > Select the customer > Migrate to Atlassian account.
The customers will be internal users but without any license, so they will still be able to login in the portal.

Hope this helps!

Regards,
Angélica