how do i restrict customers being only able to see their tickets and not their colleagues?

[Gareth Jenkins]

Hi,

I am needing it so that when a customer sends in a ticket, they can only see their own tickets or ones that they have been made a participant in? For some reason they can see tickets that other colleagues have sent in?

Thanks

[Brant Schroeder · Accepted solution]

@Gareth Jenkins Welcome to the Atlassian community

If you have configured organizations in your service management project then customers in the organization will be able to see all issues associated with that organization if the organization is included on the issue.  You would need to update the issues that have been submitted and remove the organization.  

You can also change the default value for whom the ticket is shared with from being the Organisation of the customer to "No one".   This would be on all Jira Service Management projects since this is a global change.   The easiest way to do that is to go to "Project settings"> "Customer permissions" and then click on the hyperlink that says "Change the Global settings". 

Then, you can change the "should new requests automatically be shared with a customer's organization?" to "No, don't share . . .". This then changes the default value in the share with.

Does this solve your problem? The final output is that it defaults to "No one".

[Sajid Ahmed]

Hi @Brant Schroeder thank you for this excellent response, is there a way to restrict this permission on a single project? 

[Brant Schroeder]

@Sajid Ahmed Not that I am aware of.

[Joseph Chung Yin]

@Gareth Jenkins -

Welcome to the community.  I agreed with excellent information provided by @Brant Schroeder

One other thing that you need to be aware is that you will be changing a "Global setting", thus it is applied to all projects within your JSM env.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.