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Turn off view ALL requests in customer portal

Dave Maurer

I am trying to limit our customers' access to tickets created by other people within a company.

We have Company A that has 10 users.

User 1 should only be able to see tickets where he is the creator or a participant. But if his name is not on a ticket, it should not be visible in the ALL requests option.

However, an Admin User should be able to see ALL ticket requests for their company only.

Any suggestions on how to do that?

Accepted answers

All comments

Jack Brickey

Hi Dave. So if you have all 10 listed in an Organization then the reporter can elect to add other users as participant. Others won't see any tickets under "All" unless they are participants. This assumes you have project > project settings > customer notifications > customer add set to disabled. I may not misinterpreting your goal.

Sergej Grasmik

Hi Dave,

are you talking about service desk agents?

try to restrict access to projects using Project permissions

Dave Maurer

Currently, all the companies we support are listed as an Organization in our Service Desk Project

Each organization has a number of employees that submit tickets - we have them listed as customers of the Organization.

So now, when a customer gets an email about a ticket, they can log in and see the status of that ticket. - ALL GOOD

But some of our tickets are sensitive and shouldn't be visible by all the customers of that organization.

I'm hoping to find a setting that would remove the "All" option from the web portal profile for most customers... or at least restrict them from seeing other tickets by other customers within their organization.

But would leave the "All" option for an administrative customer (i.e. CEO).

Does that help clarify?

Jack Brickey

Do you have the "Customer added" notification enabled whereby all customers in an organization receive a notification when any issue is created by anyone in the organization? AFAIK, that is the only way a customer will be notified of the existence of a ticket other than if someone adds them as a participant. I'm trying to understand how they are seeing issues they are not participants of under the All option as I do not experience that today.

Dave Maurer

On the email a customer receives is a link to view the ticket in the , online portal (https://ipointllc.atlassian.net/servicedesk/customer/portal/1)

On the profile there is an option to view request Created by me or All.

The All on the web portal is what I'm trying to control.

Custom Notifications is enabled for Request created, Public comment added, and Public comment edited.

Alex_m5l74b

How many people need to request this functionality before Atlassian actually listen?

This is a farce!

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