JIRA Service Desk: Issue being created as private

Ali Azzam

When customer issue are being created as private request, out agents can`t see which organizations the customer is from. 

We have named all our organisations by "name + ;;; + ID" 
For example: Mercedes Benz;;;6594865

We use the ID to identify the specific license in internal systems. 

So, it's pretty annoying, that depending on if customers fill in private or share with organization the agents will or will not, be able to see organizations name on request.

I think it`s ridiculous that the organizations name is stated not visible for our agents on the request because customer choose to create it as private.

I should mention that if customer choose share with organization, then the organizations name is visible on request.

Angélica Luz

Hello Ali,

Thank you for reaching out to Atlassian Community!

When a customer is part of an organization, they will always have the option to share or create as private, it's not possible to set the default value or remove the option to create a private request.

Agents have permission to see all organizations, so when they search for an organization in the field, it will the list of all organizations.

In this case, for an agent to make sure of what organization the customer belongs to, they need to go to the project and search for the customer on the customers' list. It will show a label next to their name showing the organization they are a member of:

Also, let me share with you some features suggesting improvements organizations:

• Make Organization Field Required for certain projects
• Allow administrators to set the default sharing level of new requests
• Ability to choose a default setting for Organization sharing at the create issue screen.

Please, click on vote and watch to receive future updates of the features.

Regards,
Angélica