Customer Portal logging own tickets

[Simon Newby]

We currently have end users assigned as a user, no licence though, and the Service Desk Team have a licence to log a ticket, I understand that using the customer portal, they can log there own tickets, and we get notified by email, and the queue updates automatically, when we did some test with a generic user, the end users would get an email, this is all users as end users, but not us (Admin) as the intended recipient, can you please advise how we can do this? I'm new to Jira, so basic step by step, please. We already have a Project set up, and have been submitting the tickets ourselves, but want to move this on to the end user, so we can concentrate on other IT issues.

Thanks

[Petter Gonçalves]

Hello Simon,

I understand that you would like your Admins to be notified when a customer creates an issue in the customer portal, is that right?

If that's the option you are looking for, you have two kinds of notifications on JIRA Service Desk Projects:

Customer Notifications - Notification sent to customers with limited information

Project Notifications - Notifications sent to internal users with complete information and link to the ticket.

To configure your Project notifications for your Administrators, you can navigate to your SD Project > Project Settings > Notifications and add your Admin group to all the actions you want them to be notified.

Please, let me know if it answers your question.

[Simon Newby]

Peterson Goncalves, thanks for the reply, so i have worked out how to get to the customer portal, however, when I create a ticket, I see Share with, and Private Request, with what we want to do, by the user creating a ticket, but not going to everyone, I can manually changed it so that it goes to Private, but to be honest, my users won't remember to do that every time, I found an article that says how to disable this altogether, so I tried this, however, i still see the drop down, this is the article. To disable the notifications, you can go to Project Settings > Customer notifications and disable the Organization added email rule.

This isn't working for me though, any other suggestions? what I would really like is for Private to be set as default, and Share with not even an option.

Thanks

[Petter Gonçalves]

Hello Simon,

Actually, the instructions you found are only to avoid the notification that is sent to the customers when the ticket is created, however, it will not restrict the ticket from being shared.

The feature which gives your customers the option to share their requests with other customers is the Organizations. Actually, that's the only point of the Organizations functionality.

That being said, if you don't want them to share their tickets with someone, you can simply not use the organization feature, adding only the customers to your portal and not adding them to any organizations, selecting the following option in the Customer Permissions (Project Settings) tab:

Performing the steps above, your customers will not be able to share their requests with anyone, however, If you still would like to know from each organization they are to better organize your portal, you can create a Select List custom field with all the organization options and make it required in the customer portal, so your customer will need to inform their organization before creating the request. Just to make it clear, this suggestion would be a different custom field from the default Organization field which will work just to let you know from which organization is your customer from, in case you need this information. 

Please, let me know if this is the option you are looking for.

[Simon Newby]

Thanks for this, i still don't think this is quite what we want, what we want is, when the end user creates a ticket in the customer portal, we don't want them sending to everyone in the organisation, i checked what you wrote above, and this is what we have setting wise already: 

Am I missing something?

[Petter Gonçalves]

Hello Simon,

Yes, your Customers permissions are properly configured, now you can add customers (With no Organizations) to your site and they will not be able to share the ticket.

Now, I would like to better understand why you are using the Organization feature if you don't want to share your tickets? As mentioned before, that's the only reason to use it.

If you are using it just to organize and know what organization your customers belong to, you can use any other custom field to have this information as mentioned before.