Restriction for portal users

[Alex_VIP]

Hi all,

I have a question regarding the portal features visibility to logged in users. One of our SD's is set to combine users in different organizations. However, when a ticket is raised and then viewed from a logged in user, under "All Requests" he can see all requests from the organization that he is a member of. On top there is a specific choice with the organization name, where they can see all tickets raised by the included members. This is not very good, from security point of view.

Is there an option to restrict the the logged in user to see their requests only, even when choosing "All Requests" or "organization name"? This inquiry is related only to users with portal access.

Thanks.

[Petter Gonçalves · Accepted solution]

Hello @Alex_VIP

Thank you for reaching out.

Indeed, it is not possible to restrict users to see tickets from other customers when they are added to the same organization and the issues are shared with them. In fact, that's the whole functionality of Jira Service desk organizations: Be able to share tickets with other persons of your team.

That being said, since the user must access only his own tickets, can you please provide us why it wouldn't be an option to simply remove that customer from any organization in SD? Are you using other features that need him to be added to an organization?

We would like to hear from you what you are trying to achieve exactly to avoid any misunderstanding and ensure we are on the same page and understand the value for the functionality you are asking for. Additionally, I suggest you take a look a the documentation below for more details about SD organizations:

Group customers in organizations 

Let us know if you have any questions.

[Alex_VIP]

Hi @Petter Gonçalves ,

Thank you for the reply.

The idea behind the thought, is that one of the organizations has about 1k users. And as of now, each can see all of the tickets of the other. I believe that you can see how this can be inconvenient for that many users.

Removing them from the organization is also not an option, because that is how we can make reports on number of tickets from each and form their subscription and invoice, based on their activity.

I understand how this is not included as a built in function, but perhaps it is good to be considered. For large organizations, such as ours, seeing each of the tickets for 1k users is at least overwhelming, not to mention a possible security risk.