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What's supposed to happen when you chose an Organization to Share with , from portal ?

When creating a ticket in the Portal page , you can share issues with whatever organization you  belong to , what's supposed to happen when you select one and submit the issue ? 

An email notification ?

A Jira notification ? 

1 answer

1 accepted

2 votes
Answer accepted
Mark Segall Community Leader Jun 09, 2022

Hi @Sierra - Under Customer Notification settings for the project, there is a notification toggle for Organization Added which is described as:

When a request is shared to an organization, your service project notifies the organization's members so they can opt-in to further updates.

@Hi @Mark Segall  , I just found this explanation as well "Jira Service Management agents can share requests with other Jira team members. People who have the request shared with them can interact with customers in the portal. Jira team members who have a request shared with them can: View requests in the portal." 

So when I tested this out, no one in my organization I shared the issue with received any type of notification to "opt in". 

I guess this just means that if this user is strictly a portal user , then they can see the other portal users issue in the portal. Which they usually cannot due to portal users only being able to view issues they create. Is the conclusion I'm coming to. 

Does that sound right ?

Mark Segall Community Leader Jun 09, 2022

I guess this just means that if this user is strictly a portal user , then they can see the other portal users issue in the portal. Which they usually cannot due to portal users only being able to view issues they create. Is the conclusion I'm coming to. 

This is correct.  Organization is a means of grouping customers. 

If you want your company to have visibility and get notified of every new request (not typically something people want), you could create an Organization and add everyone from your company to it.  Again, I caution with this approach unless you're ok with spamming your company on every new request and have no privacy concerns.

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