Hi, We are using Jira Service Desk Cloud. We have multiple organizations defined. We also have one common support user that is part of every organization. This allows the support staff to create tickets on behalf of customers. It used to work like this: * Support engineer goes to the portal to create a new ticket. * They select "Raise this request on behalf of": "Customer Service". * The "Share with" field appears on the bottom with all the clients (organizations). This stopped working today. The last step, I mean. What could be wrong? The organizations are still there, and they all include the Customer Service user as before. Thanks, Michal

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"Shared with" field disappeared

Michal Blazejczyk

Hi,

We are using Jira Service Desk Cloud. We have multiple organizations defined. We also have one common support user that is part of every organization. This allows the support staff to create tickets on behalf of customers.

It used to work like this:

Support engineer goes to the portal to create a new ticket.
They select "Raise this request on behalf of": "Customer Service".
The "Share with" field appears on the bottom with all the clients (organizations).

This stopped working today. The last step, I mean. What could be wrong? The organizations are still there, and they all include the Customer Service user as before.

Thanks,
Michal

Accepted answers

dayton

Hi @Michal Blazejczyk and @Mike Bowen

Atlassian has acknowledged that this an issue and it is in the short term backlog to be resolved: https://jira.atlassian.com/browse/JSDCLOUD-8897.

Thanks,

Joe

All comments

Mike Bowen

Hi @Michal Blazejczyk

When you say they use to did you mean:

They use to click on RAISE A REQUEST within Jira Service Desk, which opens the Request Form in the Customer Portal.
They select "Raise this request on behalf of": "Customer Service".
The "Share with" field appears on the bottom with all the clients (organizations).

Try it now! :-)

-Mike

Michal Blazejczyk

Hi Mike,

Yes, the steps are correct, except that the last step doesn't work like that anymore.

Yes, we are using the Request Form in the Customer Portal.
By default, my name is selected in "Raise this request on behalf of". And I can see the "Share with" dropdown on the bottom.
Now I change "Raise this request on behalf of" to almost any other user. "Share with" disappears even though the selected user is part of an Organisation.
Now I change "Raise this request on behalf of" back to myself, and "Share with" does not appear either (even though it was there initially).

What we found last night is that this stopped working for any person who is a Jira user. It only works for people that were added to Organisations by e-mail and who are NOT users in the system.

Best,
Michal

Mike Bowen

Hi @Michal Blazejczyk

You are right - it only works for non-licensed (customers), but that is the correct behavior.

Okay I was able to replicate this, by logging in as a Jira Service Desk agent called X and followed these steps.

In JSD, X clicks on Raise a request.
The Customer Portal opens, X picks a request type and the form opens.
X selects any customer of ours that appear in any of the organisations and the SHARE AS shows their organisation.
If X picks Mike Bowen (admin) or any Jira user the SHARE AS disappears.

This is the correct behavior for X.

Likewise if I try this (as administrator) and select any internal user the SHARE AS disappears.

Why would anyone internal log a request on behalf of an internal person?

Also your one support person doesn't need to be in every organisation in order to create requests on behalf of the customer. A licensed Jira Service Desk user can create tickets on behalf of customers or any customer in the organisations folders. I just tested that in my steps above. Licensed user X is not in any organisation.

However the advantages of placing the support person in the organisation is for their ability to log into the Customer Portal and to see the requests in the Customer Portal, the same way as the customers are able to see them. Useful for screenshots or running through tickets in meetings when sharing screens. That is the main reason for adding the licensed user to the organisation.

Regards,

Mike

Michal Blazejczyk

Hi Mike,

Thanks for taking the time to look into it!

You ask: "Why would anyone internal log a request on behalf of an internal person?" Actually, in our case, we are not logging requests on behalf of a person but on behalf of the support team. This way, the "Reporter" is always "Support Team (support@organization.com)". And then we want to share those requests with specific clients.

According to you, "that is the correct behavior". I am not questioning it – but the fact remains that it worked as I described (i.e. it didn't follow the correct behavior) until earlier this week. I can't really say why.

Best,
Michal

Mike Bowen

Hi @Michal Blazejczyk

I've been playing around with this mailing list idea you mentioned using in your test. In my case I am using servicedesk@mydomain.com (same domain as my email address, which is used in JSD).

Some points to note at the start of this test:

servicedesk@mydomain.com is not an agent of Jira Service Desk or any user on our Jira Instance. It is just a standard mailing list.

Below is how I tested the account and these are my findings:

I added servicedesk@mydomain.com to every Customer - organisation folder in JSD, the first one being SE Test Customer. (I noticed after adding it to SE Test Customer, I received an email invite to the customer portal. I ignored this and did not sign up).
As Mike Bowen I clicked on Raise a Request in JSD. I selected a request type and on the form selected Raise this request on behalf of and selected servicedesk@mydomain.com
I can see the Share with pull down list at the bottom saying (NO ONE) and when I click the pull down I can see all the organisations I had added servicedesk@mydomain.com to. I select SE Test Customer.
When I click Send two things happen:
1. In the Inbox of servicedesk@mydomain.com there is a second email for the request.
2. In JSD All Open Requests Queue the request is visible.

Result: This works perfectly for all concerned.

Now I am going to show you that it doesn't matter that the Share With button is not present - everything still works:

In JSD I click on Invite Team and add servicedesk@mydomain.com to the team.
Next as Mike Bowen I go to Raise a Request. I selected a request type and on the form select Raise this request on behalf of and starting typing 'servicedesk' and now I see two accounts:
1. One is called servicedesk (it has an avatar next to it).
2. The other is servicedesk@mydomain.com (email address with no avatar).
If I select servicedesk there is NO 'Share with' button at the bottom.
If I select servicedesk@mydomain.com the Share with button is present.
I select servicedesk and press Send.
Three things happen this time:
1. In the servicedesk@mydomain.com inbox I have an email inviting us to join Mike Bowen's team.
2. There is also the email notification for the latest request raised.
3. In the JSD All open queue I see the latest request.

Conclusion: Despite not seeing the 'Share with' button when selecting servicedesk opposed to servicedesk@mydomain, the mailing list still gets the email, which can be shared with other customers.

Servicedesk@mydomain.com Inbox

My question to both @Michal Blazejczyk and @dayton

Are you 100% sure the account you are sharing with is not an JSD agent account and have you clicked Send to see what happens?

-Mike

dayton

Hi @Mike Bowen ,

Thanks for taking some time to look in to this and providing your detailed analysis, I appreciate it.

I can confirm that the accounts that I am trying to share with are not JSD agent accounts. I am seeing the issue on JSD agent accounts, but also on portal customer only accounts.

I did notice that when I select a user where the "Share With" is not displayed, I am seeing an error in the browser console. The error is a 400 on getting the user. The network response is {"errors":[{"errorMessage":"Unable to get user."}],"reasonKey":"sd.admin.servicedesk.error.user.not.exist","reasonCode":"400"}.

I can actually get this error when selecting my own account. So there does appear to be something causing a problem returning some users.

If a ticket is submitted without the "share with"filed displayed, I appears that the share with is set to "No One".

Thanks,

Joe

dayton

Hi @Michal Blazejczyk and @Mike Bowen

Atlassian has acknowledged that this an issue and it is in the short term backlog to be resolved: https://jira.atlassian.com/browse/JSDCLOUD-8897.

Thanks,

Joe

Michal Blazejczyk

Thanks! This is good to hear. I did not quite understand the initial answer from Atlassian, and at the same time our admins found a way of dealing with it so that we don't have the impact anymore.

Best,
Michal

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