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Sharing Service Management issues without sharing details of other users

Dave Nash

Hi,

I'm not using Service Management in the intended way and would like some advice please.

I have known customers who need to raise feature requests, but I don't have the budget to make them Jira users. So they will be Service Management customers.

I want them to be able to see all the other issues raised by customers to hopefully stop them creating duplicate requests.

However, these customers are NOT in the same organization so I do not want their details to be seen by other customers.

I have tried making these customers part of the same Service Management organization, which does provide the sharing I need, but it also shares the "creator/shared with" in different views that the customer can see.

I've asked Atlassian support and they haven't provided a solution to my somewhat unusual request.

Does anyone know how to share issues but not the other users' details? Is there anything in the Marketplace that might do this?

Thanks for your time in reading this.

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John Funk

Hi Dave,

I know no way to doing this other than creating an email that is sent to users with lists of the issues with just the relevant information you want them to see. No need to put links on anything because they won't be able to see the issue even if they click on it.

Dave Nash

Thanks John.

Nice idea. I suppose I could email everyone when a new issue was created, or maybe periodically with a list of open issues.

Of course I would then get "Why am I getting all this spam" questions.

They might see a request they find useful and want to comment on it, but then couldn't see the issue in Jira to make the comment!

I will experiment, then pass your idea on to the business team to see what they think.

John Funk

Yeah, anytime you open up information for more people to see, it brings a lot more transparency. And a lot more questions!

Dave Nash

I think Jira is doing something clever. I'm using the project notification scheme and "Project Role (Service Desk Customers)" with the created action.

If the issue is already shared with the Organization both users get the email. If it is not, only the creator gets the email.

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