Filtering requests in the portal based on a custom field

[Alex]

Hello.

Following some guidance from the community yesterday, I have set up an initial service desk application using JSM, however the use of organisations has presented me with some issues.

Our software is installed at multiple client sites (for this example, Site A and Site B, and I have added organisations using these same names, with users added to the appropriate organisation). If a user is a member of the organisation Site A, when they create an issue, they're given the option on the issue form to share with the organisation.

We do not want this to happen. When a user creates a request, it should not be shared at all, and no option should be presented, however there is no way to disable the share combo box on the form.

To work around this, I removed the organisations, and now when a request is submitted, the form behaves as we would like, though it doesn't allow us to filter the requests in the portal (staff at Site B should not be able to see requests from Site A and vice versa).

The normal way users would submit requests to us would be via email, so the workflow I would like to implement is as follows.

1. No organisations - if using the form, a user should have no options to share the request. This is an absolute blocker.
2. We will create groups named Site A and Site B, and users will be added to these groups.
3. When a request is made via the form, or via email, it is added to the queue. When an agent picks up the request, they will use a custom field to select the site for which the request applies, and the user making the request will be added to the appropriate group if they are not already in it.
4. When that user accesses the portal, they will see only their own requests.
5. We will add additional groups Site A Supervisor, and Site B Supervisor. These groups will have permissions to view all requests for their own site in their portal.
6. When a user views their portal, if they are a member of the Site A Supervisor group, the portal will show all issues, but filtered to only show those issues with Site A set in the custom field as described in point 3.

So far, it looks like this is not an achievable behaviour. I cannot find any way to add a filter condition to the portal by default. I don't want users to be able to change it, it should be a defined filter, which is controlled purely by the group the user is in.

The organisations approach was so close to working, but by not being able to disable the share combo box, I'm back to square one. I cannot fathom why Atlassian have not provided this option.

Ideally, what I would like is to create organisations for Site A and Site B, remove the share combo box, and create supervisor groups for each site which will see all issues only for their site.

Is this even possible?

[Bruna Silva]

Hello @Alex,

Thank you for reaching out to Atlassian Community!

Allow me to share with you that, in the customer portal, the tickets will only be displayed if the customer/user is the reporter, request participant, approver, or an organization member of the ticket that is shared with.

As soon as we add a customer to an organization, the 'Share with' field will appear when creating a new ticket through the portal. More details about customer organizations can be found in the following document:

• Everything we should know about customer organizations in Jira Service Management projects

Currently, it's not possible to hide the Share with field, but we have a feature request suggesting this ability, as we can see below:

• Hide the "Share With" Field at Customer Portal Fields

In addition, it's also not possible to customize the filter used in the customer portal under the My requests page but we also have some feature requests related to this case:

• Add the ability to search for other fields on Customer Portal
• Allow further customization of Customer portal

Please, feel free to click on "Vote for this issue" and add yourself as a watcher to be kept informed about the state of the features moving forward.

Ideally, what I would like is to create organisations for Site A and Site B, remove the share combo box, and create supervisor groups for each site which will see all issues only for their site.

For supervisors, an alternative to allow them to see all tickets under the portal would be to add the users as Request participants in the tickets according to the Site field. Agents can add them manually, or you can create an automation rule to add the users as Request participants according to the Site information.

Your automation can be similar to the one shown in the screenshot below:

More details about automation can be found in the following document:

• Jira Cloud automation

If you have any other questions regarding this matter, please let us know.

Regards,
Bruna