Best Method For Client Notification Preference

Question

We have a project we use to interact with our clients.  We have some clients, that like it when the default notification sharing defaults to "share with the entire organization".  This however angered a client when they submitted a ticket, and his organization all received a copy, thus, wants the default to be that it is NOT shared.

I'm fully aware that it's a simple drop-down and the client should just be able to, but none the less, it's my role to walk a mile so they don't have to move an inch.

I've thought about an automation that could suppress the notification if it's that particular contact submitting a ticket, but not sure that's possible.  Also considered applying issue security so only he can see it, but I believe the notification might still go out.

Any input is appreciated!

Jared G · Answer

Appreciate your opinion Dan.  It's really a case of giving two groups what they want, when both groups want the exact opposite.  I typically have an opinion that follows "what's best" but that opinion means little to the powers that be.  Hoping Atlassian rolls out the multi-portal feature to those of us on the Standard plan at some point.

Dan Breyen · Answer

It would be my opinion to NOT enable 'share with the entire organization' by default.  Organizations can have different subgroups that are actually part of that organization, and we have found more often that not, if you enable that functionality, you are defeating some of the functionality of JSM by informing the entire organization, and not just the key stakeholders that are participating in the ticket.

For example, if you have someone from accounting, engineering, and manufacturing all acting as customers for the organization, and the majority of the tickets come from manufacturing and engineering, does that customer from accounting need to know about all the tickets for the other departments?  If they don't they could start ignoring all the emails for the other departments.  If accounting does get a ticket, then they could be missing the notifications for their issue.

Your situation may be completely different, but leaving the sharing to the customer after the ticket is created so they can individually add Request Participants to any interested parties to me is a better workflow.  We had it on for awhile when we first went live, and I had so many complaints about getting extra emails, I had to go turn it off.

If you look on Atlassian's Jira site, you will see several tickets requesting JSM change the application to remove this functionality, or make it optional.  (like this one).

That's my opinion anyway.