Questions about JSM groups

Question

Hi Team,

I want to ask some questions about JSM groups, the management team would like to enable groups and take advantage of it:

1. I found we need to import the groups into the "Customers" first, is that mean "Groups" is another way of Organizations?

2. When checking Customers, I found we have a group jira-servicedesk-customers there, can this be removed? Or it will impact the users' ability to access JSM?

3. In the Groups field, are we able to restrict the list of which groups can be shown, which can be hidden?

4. Can we make the Groups field mandatory, if it's empty, you can't resolve the ticket? Is that possible?

5. If Groups is like Organizations, does that mean the notification would be the same? As we are using Organizations, the issue we are facing is Organizations can only get 1 notification when the Organization was added, the rest of the notifications would not be able to deliver unless you go to the customer portal and enable it.

Lance Li_fvd6if · Answer

Hi @Dirk Ronsmans

May I know if the information I provided is sufficient? Or you need more to understand what we wanted to achieve?

Lance Li_fvd6if · Answer

Hi @Dirk Ronsmans

Thanks for your prompt reply on the topic, I'm attaching the screenshot of what I can see there, and here's the link from Atlassian about using Groups: https://confluence.atlassian.com/servicemanagementserver0512/using-jira-groups-to-share-requests-1306298323.html, hope this helps.

Dirk Ronsmans · Answer

Hi @Lance Li ,

Could you clarify a bit more what you consider to be a Group? (perhaps a screenshot with some info on where you would use it/manage it could help to provide context)

In JSM you have 2 things (in the on premise version) being Groups and Organizations to "group" people.

Organizations are are used to group together certain customers who work in the same organization (or if used internally this could also be departments/teams/.. just any kind of group of users within the same "grouping") Organizations thus are only used to manage customers and not users (who are licensed and handle issues).

Organizations are mainly used when a customer raises an issue that it can be shared with that Organization of people meaning they all get the notifications when something happens and they all look at the issue without having to share it with them one by one.

Groups on the other hand (if I'm guessing the groups you mean) are used to provide permissions and often also licenses to a specific group of users. JSM natively has no way of doing a group assignment so they are out of the box used to provide project access/permissions on projects/global permissions/...  and normally have nothing to do with Customers.

To better be able to handle your question we'll need to be sure what you exactly mean by Groups to avoid having confusion and providing incorrect information.