When customer raise a request, can the request be shared to their own organization automatically?

[Alan Luk]

When customer raise a request, can the request be shared to their own organization automatically?  Such that the request is visible on the portal for everyone in the organization.  The customer doesn't need to share it manually each time a request is raised. 

[Jeroen Poismans]

Hi,

Yes, this is possible but not configurable from the project, rather in the JSM configuration (so an admin has to do this):

Hope this helps!

[Alan Luk]

Thanks for the speedy response.  I already have this configured but each customer can only see their own request. 

[Jeroen Poismans]

In the JSM projects, are the Organizations set up and the customers added there? JSM does not do this automatically based on for example email.

[Damiano Di Battista]

Hi @Alan Luk

actually I believe there is a double configuration. In the section Project settings > Access > Customer permissions > Customer sharing, there is the option “Allow customers to share requests with the organizations they belong to.”

If you enable this option, when customers open a request via the portal they will be able to decide whether or not to share the issue with their organization.

Best regards
Damiano

[Alan Luk]

Thank you.

Yes, I have that configuration done already.  What I am looking for is to have the request shared to everyone in the Organization by default such that the customer does not need to share it manually. 

[Damiano Di Battista]

Hi,
if you have enabled all the functions described above, it should already work this way.
When a customer belonging to an organization opens a ticket through the portal, the "Share with" field is already pre-filled with their organization. At that point, it is up to the user to deliberately choose to remove the sharing.

If the customer instead submits a request via email, it should be shared automatically, unless the customer belongs to more than one organization. In that case, it will not be shared.