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

Jimmy Tracey February 26, 2024

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?

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Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 26, 2024

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

IMG_3748.jpeg

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

 

Jimmy Tracey February 26, 2024

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

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 26, 2024

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 February 26, 2024

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

Jimmy Tracey February 26, 2024

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
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 27, 2024

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 February 29, 2024

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
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
February 29, 2024

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 February 29, 2024

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

Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 1, 2024

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.

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