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Track customer organisation without sharing

David Fairlie-Jones

I am trying to set up a Jira Service Management portal for external customers. This will be configured so that anyone can access the portal.

I would like to be able to filter issues by the customer organization, ideally by using the reporter's email domain. The goal is to achieve things like creating queues based on organisation, SLAs based on organisation, reports based on organisation, and so on.

I tried using the automation to set the issue's organization based on the reporter's email domain, this does tag each issue with the customer's organization but it also has the side effect of sharing all issues with everyone else in that organization. We do not want sharing for a variety of reasons, unless the user deliberately chooses to share an issue.

Any suggestion on the best way to achieve finding issues by the customer organization without sharing issues with everyone in the organization?

Accepted answers

Jens Schumacher - Released_so

Hi @David Fairlie-Jones .

Jira Service Management has a global setting that determines whether requests are automatically shared with an organisation:

You can find the setting under:

https://YOURDOMAIN.atlassian.net/jira/settings/products/jira-service-management-configuration

Screenshot 2023-03-14 at 5.27.06 pm.png

Changing the setting should stop the automatic sharing.

Cheers,
Jens

Released.so - Release notes powered by Jira

All comments

Jens Schumacher - Released_so

Hi @David Fairlie-Jones .

Jira Service Management has a global setting that determines whether requests are automatically shared with an organisation:

You can find the setting under:

https://YOURDOMAIN.atlassian.net/jira/settings/products/jira-service-management-configuration

Screenshot 2023-03-14 at 5.27.06 pm.png

Changing the setting should stop the automatic sharing.

Cheers,
Jens

Released.so - Release notes powered by Jira

David Fairlie-Jones

Hi @Jens Schumacher - Released_so

You've hit on the crux of my challenge. I want to be able to turn this setting off so that issues are not shared with the customer's organization, but I would still like to be able to filter for issues raised by that organization.

With that setting on, I can easily query/filter on the issue organization. With it off, I don't know what criteria to search on. Is there a good way to achieve that outcome without setting the issue's organization?

David

Jens Schumacher - Released_so

Hi @David Fairlie-Jones

I see. Another option would be to use a custom field to store the organisation name instead of in the organisation field. That would stop the issue from being shared, while it would still allow you to filter based on the values.

Would that be an option?

Cheers,
Jens

Released.so - Release notes powered by Jira

Dan Breyen

There is a JIRA ticket to allow Organizations to be sortable in JQL. I would suggest voting for that ticket. https://jira.atlassian.com/browse/JSDCLOUD-4548

Dan Breyen

There is a JIRA ticket to allow Organizations to be sortable in JQL. I would suggest voting for that ticket. https://jira.atlassian.com/browse/JSDCLOUD-4548

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