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Display message when Share with is a Private Request

Is there a way to display message or actually prevent customers to open request as Private Requests?

As the "Share with" field is quite hidden at the bottom, we need to force customers to select it if they are part of two organizations.

Thanks Jiri

2 answers

Hi - If customers aren't familiar or in the habit of using the Share option there is another way to help them create issues that are 'automatically' shared with others.  It's a multi-step process though which uses a custom field, scripted post function and automation.  We've done it in our service desk.  Here's the overview of steps.

  1. Add a 'user picker' custom field.  (Single or multi-person) to the instance and associate the field to the Jira Project.
  2. Add the field to the Request Types (user forms) that you'd like to encourage the customers to make shared.
    1. Customer selects others who are available from the user picker.
    2. If the others to whom they'd like to share haven't been added as service desk customers this may not be an option for them.
  3. Create a scripted post function with a loopback transition (from create to create) --- we call it something like "Copy XX-field to RP" (Request Participants) that copies the named persons from the user populated custom field into the Request Participants field.  (There are samples for this type of script in the Adaptavist ScriptRunner for Jira library.)
  4. In JSD under Automations, create an automation triggered by the Create transition that then executes the transition of "Copy XX-field to RP".

 

Another option: If you have a known group of customers with whom issues are to be shared then a group could be used.  Populate the group(s) with known participants.  The group could be selected from a select list (customer entry) or set as a hidden field where you know as Admin the group that should be informed of the type of issue.  In this case you'd use a script to get the names of people in the group then add them to the Request Participants field. 

 

Both options I've provided, while complicated, once they are set up work great.  The Request Participants still have the option of turning off notifications on the issue or even removing themselves from the issue.  

The options described here still only gives the Request Participants and Reporter access to the Portal view of the Issue.  The do not see the Jira Core or Jira Service Desk Agent view of the issue as that is protected by the Service Desk Team Role and Agent access permissions.

 

Another way to encourage customers to use the Share option is to add Automation that adds a comment to the issue ... or use the 'We've got your issue and we're looking into first response' message to remind them that they can Share issues using the Share button.  :) 

I hope this helps!

Hi.

This does not addresses the problem in this request.

Customer can be part of two or more Organizations (eg. Partners helping Organizations with development). We need to ensure Customers creating new request select one of the Organizations they are in.

Its not about sharing the ticket with someone else. Its about keeping tickets linked to correct Organization and apply the correct SLA when ticket is created. Please note that in many companies Organizations have different SLA based on different support package.

Unfortunately, the way Atlassian implemented the Share with field is not very useful.

  1. Its at the bottom so its often skipped.
  2. Does not appear as any other field in the form
  3. We cannot apply rules to it though Scriptrunner.

 

2020-06-01_12-48.png

Its just bad way how implement very important feature.

 

How it should work?

  1. Customer should see a field at the top of the form to first select which Organization is this ticket created for.
  2. Admins should be able to impose validation on this field. For example if Organization is not selected, do not create a ticket.

Thanks

Hi @Jiri Kanicky

 

Currently is not possible to configure this field to set any default. 

There is a suggestion to implement it 

https://jira.atlassian.com/browse/JSDCLOUD-4382

 

If you dont want the customers to share the ticket with its own organization (that is the first option that is showed in this field) , the workaround is change permission scheme or create a security level. 

Workaround is also described in the same issue.

Changing security level by automation could be an option, but i didn't investigate it

Thank you for your comment.

I actually want the customer to assign the ticket to Organization, but if Customer is part of two or more organization, the default option is private request.

The default is correct. However as the fields is displayed completely differently than other fields, customers simply avoid it.

We need a way to manipulate this field and be able to apply validations.

We actually want customer to share it with Organization. We have some customers (partners) part of several organizations which means that Share with defaults to Private Request. If private request is sent, we cannot apply SLAs (we have different SLAs per Organization).

We would like to force customers to select organization, but there is no way how to do it.

  1. The field is so badly positioned and displayed that people simply avoid it.
  2. I am not able to use Scriptrunner and display message to select an Organization if they are part of any.

@Jiri Kanicky Have you been able to solve this?  We are wanting the same thing?

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