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Jira Service Desk Customer Portal Requests view customization


I have a questions about the customers' request in the same organizations.

More users in our sistem jira are in the same organizations, if one of these send a request on the portal, every client (always in the same organization) can see  the request beacause jira portal send to everyone an e-mail with the number of request and all descriptiones of these.

We need absolutly that every customers that is sending to us a new request can see only his request and not recive an email from every request sent in gira system by other user in the same organization ... Is possible? 


1 answer

2 votes

HI Nicola,

I think there are two issues that you are addressing.  First of all if you have the Customer Notifications - Organizations Added notification turned ON, then each time a request is created and shared with an Organization, everyone in that Organization will be emailed.  We turned that off as we found it too much mail

Second item, if a customer is a member of a single organization then the default of his request will be set to shared with an organization.  That can be changed by the reporter on the portal.

If the customer is not a member of any organizations OR is a member of more than 1 organization, then the default is Private. 

Hope that helps


Hi Susan, 

The issue has not resolved, i would like that you to see these screens that I attach to you.

The notification for customers was turn off, but every client on the same organization receve always an email from atlassian when one of members sent a new  request, how is possible.


This is a test project, where we do test before insert really members.  (test 4 is a organization)

Nicola sent a request, the assegnatary of request is Marco, and Giuseppe is another members in this organization. 

Giuseppe receve the mail from the atlassian portal.



How we can delete this automatic notification that is sending this email to each one insert a new request?


Please for us is so much important this thing, first of all for privacy to each customers, beacause they don't will insert a new request if all of members in the same organization  can see what they are writing inside.

Thank you, i hope that you can help us. 

Jack Community Leader Jul 05, 2018

@Davide Carrabba, please ensure that the following is how your Customer Notifications is configured for your project.



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