When creating queue by Organization other customers are appearing

[michelle]

I'm creating a queue for Customer A

I just want all tickets from Organization A (regardless of status) in the queue

I have the filters set at: reporter in organizationMembers(A) AND resolution = Unresolved OR resolution = Done

However when I save the queue it includes 2 Customers from Organization B

I have created a separate organization for B and can confirm both Customers are in Organization B via the Customers page

I have Organization as a column header, about half the tickets have an A in the Organization field despite me being able to confirm all the Customers with open tickets are correctly in A (and only A).  The Customers in Organization B are also blank.

What am I missing?

[Angélica Luz]

Hello Michelle,

Welcome to Atlassian Community!

The organizationMembers shows all tickets created by the customers from the org, regardless if it was shared or not and regardless of the org, actually.

There is a feature suggesting that this option filter only tickets from a specific org:

• When clicking on "View open" or "View closed" it returns tickets shared with other organizations

In this case, if all tickets are shared with the organization, the best option is to use Organizations = "Organization A".

Regards,
Angélica

[michelle]

Thanks for a response Angelica!

Why would customers from two separate organizations appear in the  organizationMembers filter at all? All customers from company A are in organization A and all customers from company B are in organization B, there is 0 overlap.

I also don't understand what you mean by shared or not and regardless of the org?

I also originally had Organizations = "Organization A" but it was only displaying about a third of the tickets (not by date or resolution) that I know exist, even when that was the entire filter and no other filters were in place.

I want a comprehensive view of an organization's status, not to have to create two queues, one for open and one for closed.  If I have the comprehensive view I can simply sort by status and see the open tickets.

[Angélica Luz]

When we search for the reporter in an organization, it will show all the results from that reporter. On the example below, the organization has only one member, so you can see on the Organization's column that it will show tickets created as private and others shared with organizations:

This other example shows tickets filtered by the organization and it will show only tickets that were shared with the organization:

I also don't understand what you mean by shared or not and regardless of the org?

When a customer is added to an organization they will have the option to share the ticket with the organization when creating a ticket. So instead of adding many participants, they can share with everyone on the same org at once. 

For more details about the organizations and the JQL, please check the documentation below:

• Group customers in organizations

[michelle]

So if I have the filter "Organizations = A" and it's including people from Organization B that's a bug?  (Please answer this question first and foremost, the rest is secondary to my true concern which is being able to create a queue that I can share with only 1 organization)

As for the sharing, is there a way to turn that off?  I don't want a rogue user to be able to send their team members in different business units or regions their support ticket, with our product it's likely not relevant and I worry the other users will block emails from Jira Service Desk.

[Angélica Luz]

When filtering by an organization, it will show all tickets where the customer shared with the organization. 

If a customer from Organization B is showing when filtering "Organizations = A", it means that the customer is also a member of the Organization B or an agent shared the ticket with the organization after the ticket was created. So, it will be necessary to open the ticket and remove the Org.

Currently, it's not possible to remove the option for customers to share the ticket. If a customer belongs to an org, they will have the option to share or to create a private request. There is a feature suggesting the implementation of this ability:

• Allow turning off sharing request with Organization by default

Please, click on vote and watch to receive updates.

[michelle]

But in every view (on the ticket, in the administration page for the user, and in the organization page for each organization) the two members of Organization B have NO affiliation with Organization A.  No agent has shared the ticket, I can see the organizations on the tickets and they are both in Organization B and only B.  I think it's a bug.

Right now you're saying that 2 team members from Organization B magically shared their tickets with users from Organization A that they couldn't know existed.  How am I supposed to segregate organizations when there isn't a single screen that shows an overlap of Organization A and B??

[Angélica Luz]

Michelle,

Thank you for the information.

I mentioned on my replies everything that could cause the issue and since the affected tickets were not shared with Org B and the customers from Org B are not associated with Org A, the best option, in this case, would be contact support so they will be able to access the site to see what is happening.

Please, ask your site administrator to create a ticket on https://support.atlassian.com/contact/ and add you as a participant, so you will receive notifications and can talk to the support engineer. 

You can also share the link to this question so they can check what was already done.