Changing who see tickets

Question

Hello,

currently when customer's submit a ticket, everybody part of the customer organization will get the jira thread of responses.

We want to change this where only the ticket requester will get the jira ticket emails plus one other person.

Can anybody advise how we can do this?

Joseph Chung Yin · Answer

@Dylan

Welcome to the community.  I agreed with both @Benjamin / @Gunjan Kumar suggested.  Typically in JSM - The "Requested Participants" field controls the audience/notification of an given issue raised by customers.

Best, Joseph Chung Yin

Benjamin_tmh9yg · Answer

Hi @Dylan ,

The navigation can be different on cloud as project has started becomes spaces in most instances. In you do not see the same exact things in your navigation, you will need to go to space settings and then customer permission and uncheck the box to not shared with their organization. Another thing to turn off is, customer notification where it mentions organization added. Disable this as well by toggling the button.

-Ben

Gunjan Kumar_xl3r1p · Answer

Hi Dylan, Welcome to the Atlassian Community

In JSM Project:

Go to Project settings -> Customer permissions

Turn OFF: Customers can share requests with their organization.

Make sure the ticket is not shared with an organization.

There is no native setting to limit customers to adding only one request participant.