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Ticket is shared with an Organization despite my settings

Alex Norcross

Hello,

I only want tickets shared across an organization if my client selects to share it with their organization.

Currently, I have Settings > Products > Configuration > Organization management > Should new requests automatically be shared with a customer's organization? set to "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."

Screenshot 2024-10-18 at 2.56.05 PM.png

I also have an Automation that sets the ticket Organizations field to the organization per the email domain.

Screenshot 2024-10-18 at 2.56.41 PM.png

I then created a test ticket, with "Share with" set to "No one". The ticket was created, the organization was properly set, but it was shared with other customers in the organization. What am I missing in my settings? I do not want the ticket shared.

Accepted answers

Ivan Bilobrk

@Alex Norcross

You may find the answer here:

How to set organization on a issue without sharing the issue with the organization

The Organizations and Request participant fields are designed to share the issue with users in those fields.

All comments

Joseph Chung Yin

@Alex Norcross

Welcome to the community. Can you clarify that you are stating that other members of the organization can access the issues (one that you created as a test case) via the Portal UI?

Your Global settings update is correct.

Please advise so we can assist you further...

Best, Joseph Chung Yin

Alex Norcross

Thank you for following up.

Yes. I have a test organization with 2 customers - let's say Customer A and B. I created a ticket as Customer A and kept "Share with" to "No one". My automation set the organization to my test organization. When I went to Customer B's ticket history, I could see Customer A's ticket. When I went to the backend to clear the Organizations field on the ticket, Customer B lost access to Customer A's ticket.

Ultimately, I would like to have the Organizations field filled out but not let Customer B see Customer A's ticket unless Customer A opts to share with the organization or Customer B explicitly.

Is there any way to accomplish this?

Joseph Chung Yin

@Alex Norcross

It is my understanding that you can do it without the usage of Organization. Where reporter/customer can share his/her issues by manually add in who he/she wants to share with once the issue is created via the Portal.

To control who they can share with for the project, you will need to access Project settings >> Customer Permissions and select the options that you want to implement.

Here is the reference link for you - https://confluence.atlassian.com/jirakb/how-to-manage-access-to-your-jira-service-desk-cloud-967872675.html

Hope this helps.

Best, Joseph

Tomislav Tobijas

Hi Alex,

Just a note to this discussion - whenever you set Organizations field value, this will automatically mean that all users/customers within that organization can access that ticket. What you're doing with automation is basically the same as if, let's say, Customer A selected to share the ticket with that organization upon or after creation.

If you don't want that specific behavior then you would need to use something other than the system Organizations field.
For example, you can use Components or Labels field that will be automatically populated based on the reporters' organization/email domain. Maybe Labels would be a better solution in this case as for Components, you most likely need to manually create or update those once you change or create a new Organization.

Cheers,
Tom

Ivan Bilobrk

@Alex Norcross

You may find the answer here:

How to set organization on a issue without sharing the issue with the organization

The Organizations and Request participant fields are designed to share the issue with users in those fields.

Alex Norcross

@Ivan Bilobrk It appears that we had the same understanding regarding the Organizations field. Thank you for the link.

Alex Norcross

Thank you. Unfortunately, this does appear to be case.

Alex Norcross

Thank you. We do allow sharing within the organization. I was hoping that it would not auto share when we set the Organizations field. We will create a custom field.

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