Private Requests

Question

Hello, I have a Jira Project, the customer just notified me that the private requests are not working as an option. He is clicking it but the ticket is shared with the whole organization, can you navigate me to where I have to go so that I can check and fix it? Thank you!

Peter Van de Voorde · Answer

So the default behavior for organizations is that anyone in an organization can see all tickets created by other members of that organization. As per the documentation: https://support.atlassian.com/jira-service-management-cloud/docs/group-customers-into-organizations/

What could be the issue here that your project is also using an issue security scheme and that there has been a change to the scheme. See this documentation for more information: https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

I hope this helps.

Nadezhda Dobreva · Answer

Hi, @Peter Van de Voorde Thank you for answering me.

So the main idea here is: we have 15 separate organizations, all of them can share a ticket with the organization or make it private and one of my clients (until today) can create a private request that is visible only to him (and for the added by him watchers!) and my team on the backend of the customer portal but today when he checked with some of their colleagues, they saw that the ticket is visible for the whole organization.

Peter Van de Voorde · Answer

Hi @Nadezhda Dobreva ,

Welcome to the Atlassian Community.

Quick clarification: is the customer request being shared with the entire customer's organisation or is it being shared with your entire company?

I'm assuming this is a request being created by the customer through the JSM portal.

What would the expected outcome be ? Would it be that only the customer and you can see the request?

Cheers,
Peter