how can I hide tickets from customers who didn't raise them? I want them to have access to the knowledge bases in one JSM project but only see tickets they raised themselves.
Hi Simone,
You can achieve this in Jira Service Management by configuring customer sharing permissions and ensuring requests aren't automatically shared with customer organizations.
1. Configure customer sharing permissions
2. Disable automatic organization sharing
Note that this changes the default behavior. Customers may still be able to share requests manually depending on your configuration.
3. Keep knowledge base access enabled
Navigate to Project settings → Knowledge base and verify that the linked Confluence space allows the intended customers to view its articles. With these settings, customers can continue accessing the knowledge base and raising requests, while request visibility can be restricted to the reporter.
Hope this helps!
That looks great thanks. I don't have access to the Jira settings but have done the first suggestion and if its still an issue will ask someone to try the other. p.s. for me Project settings is now called Space Settings?
Hi @simone.hindin, yes, Atlassian renamed projects to spaces in Jira Cloud, so "Project settings" is now "Space settings". Same place, new name.
On the main question, a short note that may save you a ticket to your admin: by default a customer in the portal only sees requests they raised, plus requests where they were added as a request participant, plus requests shared with an organization they belong to. So if a customer is seeing other people's tickets, it is almost always one of these:
1. The requests were shared with their organization. Open one of the tickets they should not see and look at the "Shared with" field in the request details. If an organization is listed, that is the cause. You can remove it from existing tickets. 2. They were added as request participants on those tickets.
If neither is the case, check Space settings > Customer permissions and confirm who can access the portal and who customers can share requests with.
The knowledge base is separate from request visibility, so tightening sharing will not stop customers from reading articles.
Posted twice by mistake, please see my reply above.
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