Sharing with Individual Organization members on creation of Service Manager Ticket

[Rob Henson]

When a customer is creating a Service Management request they have the option to share their Ticket with the entire Organization or make it private. Once the ticket is created they then have the ability to type an Organization members name manually to share the ticket with them.

My question is...Is there a way to allow the customer to share with the individual during the creation of the ticket or is this only available after the ticket is created?

[Joseph Chung Yin · Accepted solution]

@Rob Henson -

Hi Rob:

In general - if you have the following settings, then anyone within the same org can search for the issues in the portal created by the members within the same org even reporter didn't explicitly shared the issues.  

Project settings >> Customer Permissions:

To automatic shares new requests, you will need to set it up from the global configuration for your system - This means that all projects within the env will be affected.  

https://<your site address>/secure/admin/SDConfiguration.jspa

Go to the section - "Should new requests automatically be shared with a customer's organization?" (see image below)

Otherwise, the issue must be created first, then one can decide to share it or keep it private.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.