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Customers can see requests from other users in the portal

paulcreedy

Still in the process of setting up JSM but I've come across something I can't find a setting for.

When a customer logs into the portal, as well as seeing their requests they have the option of seeing other tickets that other staff within the same organisation has submitted.

I need to turn this OFF. We don't want staff seeing the tickets that other staff within the organisation has submitted because those tickets could have confidential information.

Could you tell me where this setting is please?

Paul

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Fernando Eugênio da Silva

@paulcreedy

There are only two ways to do this:

1: The person in the organization who opened the ticket must choose NOT to share with the organization. When opening a ticket through the portal and if you belong to an organization, Jira will ask if this ticket is PRIVATE or Shared with organization.

2: If the person opened the ticket and shared it with the organization, but this ticket contains sensitive information and should not be shared. Jira Service Management agent can remove organization from "Organizations" field in jira. The jira administrator just needs to add the "Organizations" field in the "Edit" and "View" screens.

Hope this helps.

paulcreedy

The users that opened both tickets did it through email.

They are both in the same company, and they can both see each others tickets without any sort of warning, and because it was done through email there was no options to select.

So I'm guessing and hoping that there is an option somewhere to stop users within the same organisation seeing each other tickets, or some automation thing has kicked in causing the share to happen.

Without the ability to stop users seeing each others tickets, this is going to be a show stopper for us. That option is just wrong on so many levels for privacy and data sharing.

Paul

Fernando Eugênio da Silva

Maybe the user didn't share the ticket with the organization they belong to, but when sending the email, they added this second person in copy in the email, like CC:

I would recommend that you review your email configuration to consider removing this feature.

paulcreedy

Hiya

Thanks for your suggestions so far.

No, no one in the cc. These are test emails I'm doing with two separate users to observe the results.

Reviewing the email config to remove the feature is what I need to do, but I can't find where this particular setting is, is if anywhere.

What I have discovered is that against the ticket, there is an organisation field with the company selected in there. If I remove that company field the ticket disappears from the other users view.

Firstly this doesn't make sense that this field controls the sharing permission. Both users are actually in the same company so it makes sense that the company field is populated to inform the agent which company that user is from regardless to the 'sharing' option.

So I'm going to guess there is a setting somewhere that says 'Users in the same organisation (based on that organisation field), can see each others tickets', and that needs to be disabled.

You should be able to set the organisation field against a user/ticket without tickets being shared between users in the same organisation.

I have no idea where that option may be though.

paulcreedy

After speaking to Jira about the legalities of the way the current 'feature' works, there are now two on going issues that can be voted on.

Please vote for them

[JSDCLOUD-11763] Update message in tool tip for the Organization field in issue view - Create and track feature requests for Atlassian products.

[JSDCLOUD-11764] Provide a way to select the behaviour for the Organization field in issue view - Create and track feature requests for Atlassian products.

Paul

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