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.
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.
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!
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.
Its just bad way how implement very important feature.
How it should work?
Currently is not possible to configure this field to set any default.
There is a suggestion to implement it
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.
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