Issues being auto-shared with Organization even though I have disabled it

Question

I have disabled sharing in Global settings – changing “Should new requests automatically be shared with a customer's organization?” to “no" but all requests are still automatically adding the organization to “Shared With”.

Is this a bug or is there another setting I've missed?

Marc -Devoteam- · Answer

HI,

but the rule states it only add the reporter to an existing organisation or creates a new one based on the email domain.

So after reviewing all options, also your shared guide (is a workaround, as it is not possible natively to add users to automatically to an organisation)

So the only way is to disable the rule and then manage your organisations manually.

But, stated in the Atlassisan docs, a user can still change the option on the portal.

"No, don't share email requests with the customer's organization. Requests sent from the portal will not be shared unless the customer selects otherwise: with this option selected, the customer will still be able to see the Share with field on the portal, but the default option when creating the ticket will be No one. In other words, the customer will be able to choose the organization if they want, but it will be necessary to manually choose the organization in the field."

See: https://confluence.atlassian.com/jirakb/everything-we-should-know-about-customer-organizations-in-jira-service-management-projects-1224782662.html

lisa.jackson · Answer

The current rule setup is following this guide: https://confluence.atlassian.com/jirakb/how-to-add-jira-service-management-customers-automatically-to-organisation-based-on-reporter-email-domain-1142450886.html#:~:text=Go%20to%20Project%20Settings%20%3E%20Automation,can%20always%20change%20it%20accordingly.

What can I change in the rule setup to still get it to create Organisations based on domain but not automatically share all tickets with all users in that organisation?

Marc -Devoteam- · Answer

So this is your issue.

You need to disable this automation rule, or change the rule setup