How can I restrict customers from adding/removing Organisations on a ticket?

[Jimmy Tracey]

Hi!

We are using Organisations to limit access to different JSM tickets, however, I need to be able to disallow customers from editing this field. Is this possible?

[Jack Brickey]

Hi @Jimmy Tracey , the first thing to do is to set up Customer Permissions to best align with you project.

Note that customers can only see/share within the Organization(s) they belong to.

[Jimmy Tracey]

Hi Jack, thanks for your help, I have completed this step!

[Jack Brickey]

So what exactly is your share goal? What do you want customers to be able to share and what do you want to prevent? If you want to prevent sharing then you need to not use Organizations. How are you using Organizations today if not to silo customer sharing?

[Jimmy Tracey]

I need to prevent customers from being able to add new organisations, and remove organisations from tickets

[Jimmy Tracey]

We are using Organisations to silo tickets, but need to remove ability for JSM customers to edit access to tickets. This field should only be editable by Service Agents or ideally just Administrators.

[Jack Brickey]

Customers should not be able to add new organizations via the portal share button. Are you finding differently? Only administrators or agents? If so, configured or allowed to add organizations. Customers can only find existing organizations if they are a member of those organizations.

[Jimmy Tracey]

Hey Jack, currently our customers are able to remove organisations from tickets this is what we're trying to avoid, but not sure how to lock down this permission

[Jack Brickey]

Indeed if the customer is the reporter they can choose whom to share with and this includes removing shares. This cannot be revoked/changed.

[Jimmy Tracey]

In our case a customer was able to remove shares even if they werent the reporter

[Jack Brickey]

I didn't think that was the case but TBH I have never tested that. Thanks for clarifying. I guess the way Share is designed is such that it is a 'customer' focused field not agent focused. It allows customers to decide what the wish to share.