CRM-like role management for portal-only customer needed

Question

Hi there, any suggestions out there how to establish a role management for my customer to manage which customer (portal-only customer) can see a request independently from their organization they are in?

For instance: only user of company a, f and k are of type (role) "service provider" should be able to see request "Report an incident regarding our API" additionally to all other requests on the portal? Also this request should only appear for this type (role) of user.

Using the option to restrict a request for portal-only customer is limited to organisations. I am not able to set up groups for such types of user.

So any ideas out there?

Maybe there is a third party app that solves my issue?

Bernd Gurn · Answer

Thanks but see my comment to Marc. The organisation flag is "reserved" to ticket sharing. So if i have portal-only-customer in a big company but only some should be able to see and create a request than i have to set up two organisations for the same company. Multiply that with big companies and it´s getting difficult to define who should in which organisation.

Bernd Gurn · Answer

Hi Marc - Devoteam -  as stated in my question "... independently from their organization they are in? ..." !!!

The "organisation" flag has always disadvantages when it comes to grouping portal-only customer. I need to bring a user into two or more organisations if i want the differ when it comes to visibility of requests because for portal-only.customer it´s the only way to group them! There is NO other way of grouping portal-only-customer than the organisation flag that works in issue security. So if i want to avoid to put a customer in moire than one organisation but allow all customer of the same company to share their tickets then it´s get easily a hassle and much effort for maintaining.

Joseph Chung Yin · Answer

@Bernd Gurn

Using the issue security setup is the route that you need to take (just as suggested by @Marc -Devoteam- )

The only catch is that you will need to determine how the security level field associated with the issue be populated.  By default, only the project admin role members can manage the field.

On my end, we have automation rule setup on populating the "Security Level" field based on other unique meta-data field values associated with the issue.

Hope this also helps.

Best, Joseph