Customer Portal logging own tickets

Question

We currently have end users assigned as a user, no licence though, and the Service Desk Team have a licence to log a ticket, I understand that using the customer portal, they can log there own tickets, and we get notified by email, and the queue updates automatically, when we did some test with a generic user, the end users would get an email, this is all users as end users, but not us (Admin) as the intended recipient, can you please advise how we can do this? I'm new to Jira, so basic step by step, please. We already have a Project set up, and have been submitting the tickets ourselves, but want to move this on to the end user, so we can concentrate on other IT issues.

Thanks

Petter Gonçalves · Answer

Hello Simon,

Yes, your Customers permissions are properly configured, now you can add customers (With no Organizations) to your site and they will not be able to share the ticket.

Now, I would like to better understand why you are using the Organization feature if you don't want to share your tickets? As mentioned before, that's the only reason to use it.

If you are using it just to organize and know what organization your customers belong to, you can use any other custom field to have this information as mentioned before.

Simon Newby · Answer

Thanks for this, i still don't think this is quite what we want, what we want is, when the end user creates a ticket in the customer portal, we don't want them sending to everyone in the organisation, i checked what you wrote above, and this is what we have setting wise already:

Am I missing something?

Petter Gonçalves · Answer

Hello Simon,

Actually, the instructions you found are only to avoid the notification that is sent to the customers when the ticket is created, however, it will not restrict the ticket from being shared.

The feature which gives your customers the option to share their requests with other customers is the Organizations. Actually, that's the only point of the Organizations functionality.

That being said, if you don't want them to share their tickets with someone, you can simply not use the organization feature, adding only the customers to your portal and not adding them to any organizations, selecting the following option in the Customer Permissions (Project Settings) tab:

Performing the steps above, your customers will not be able to share their requests with anyone, however, If you still would like to know from each organization they are to better organize your portal, you can create a Select List custom field with all the organization options and make it required in the customer portal, so your customer will need to inform their organization before creating the request. Just to make it clear, this suggestion would be a different custom field from the default Organization field which will work just to let you know from which organization is your customer from, in case you need this information.

Please, let me know if this is the option you are looking for.