How can a customer share a ticket created in the portal with their organization?

Question

Hi,

I'm a site admin and have given service desk customer roles to a group of customers. These customers need to be split into 6 organizations.

Which one of the following settings should I select in customer permissions if I want the customer to share tickets with their organization?

* Customers can search for other customers within their organizations

* Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project

* Customers can search for other customers within their project or organizations

Thanks

Fahad Akhtar · Answer

Hi Fabian,

Thanks for your answer but what do you mean by "only allows the customers to share when they are entered manually". By 'they' do you mean the tickets entered in manually?

Joseph Chung Yin · Answer

@Fahad Akhtar -

The first option is correct one to use (I confirmed with what @Fabian Lim stated.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Fabian Lim · Answer

Hi @Fahad Akhtar

It would be the first one. However, take into account that this only allows the customers to share when they are entered manually and searches users individually within the organization. This feature does not share to all customers in the same organization automatically.