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JSM request gets sent to all customers

Hi Everyone,

I created a request portal using Jira Service Management. I then also added the customers, as that specific portal is for internal users only. When a request is submitted, it defaults to "Share with [customer organization]." The other option is "[Share with]Screen Shot 2021-01-22 at 2.14.15 PM.png no one." (Please see screenshot.)

 

If the request is then submitted, an email goes out to all customers in the customer organization that was created for that JSM project. Why is that? If it is set to "Share with no one," will the agents of the JSM project get notified or be able to view the request in their queue?

Also, am I using the JSM project's customer organization correctly? The way I set it up, does it mean that only users who have been added as customers can submit a request in that portal?

Thanks,

Elle

1 answer

1 accepted

0 votes
Answer accepted

I just found the culprit: the setting under Organization Management: "No, don't share email requests..."

Screen Shot 2021-01-22 at 2.38.31 PM.png

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