Hello, my team and I provide IT support to clients from multiple companies for their use of our proprietary app and we use JSM to manage their requests. Both users and their supervisors contact us for support and we've decided we want to have more transparency regarding tickets with the supervisors/clients utilizing our service, so that they can easily view not only their own tickets but all tickets for their company.
Ideally, we want the supervisors for specific clients (I'll say the Smiths) to see all of the tickets created for the Smiths' users, but we don't want them to see tickets belonging to other clients (the Johnsons, for example) on the same project. As of right now, we have a single Service Project where all of our service requests come in.
I recently learned about the ability to add organizations to JSM projects and would like to know:
1) If it's possible to add multiple organizations to a single JSM project and then simply assign the tickets to that org? That way, in theory, if the clients open the JSM portal they can see all tickets assigned to the organization they are a part of
2) If this is doable, how do I assign specific tickets to an organization? Can I bulk select tickets to add to the organization or do would they need to be individually added to the org? Or would I assign all the users to specific organizations, rather than individual tickets?
3) If it's the users that I have to assign: a) can I assign them without having to send them an invitation to join (since some users will definitely never accept/follow up) and b) can I assign them to multiple organizations?
Sorry, this is so many questions, I'm trying to figure out a way to do this that doesn't involve having to create many new projects for each individual client. Any help would be appreciated and I'm happy to provide more details if needed to answer my questions. Thanks!
