JIRA Service Desk: Issue being auto shared with organization

Hi Guys,

Am a new user so sorry if this is a stupid question.

I have setup an Organisation (a client of ours) and setup around 10 users for them. I have a problem now when one user logs a ticket, JIRA automatically emails out to all 10 users which can be very annoying for all the users.

Have i configured something wrong? I have set the email notification on the issue received to be onlt the reporter and not Customers Involved but still happening.

By default in the email it tells the other users that the suer who created the ticket has shared it with them but they have not.

Any help greatly appreciated.

Cheers

Phil

2 answers

1 accepted

Hi Phillip,

I have a similar issue. Can you try this to verify if it is the same thing:

  • go to Project Settings > Request Types and click "Edit Fields" for the request type you are having problems with.
  • now click the link called "View this request form" somewhere near the top right of the page.
  • that should bring up the request form, with a "Raise this request on behalf of" box. 
  • In there, pick one of your 10 customer users to see what the request form looks like for them

When you do this, does a "Share with..." option appear towards the bottom of your request form? Something like:

share-with-org.jpg

If you get your users to change this to to "Private request", before they raise, then the issue won't be shared, but they have to remember to do it:

private.jpg

I'm not sure why JIRA defaults to "Share with..."  at this point, rather than "Private request", but I'm looking into it to see if it can be changed. I'll comment here if I find anything.

Please let me know if you find a solution.

Hope this helps a bit.

Sam

Sam Hall Community Champion Jan 15, 2017

Ah. Found the answer in different questions:

To disable the notifications, you can go to Project Settings > Customer notifications and disable the Organization added email rule.

Sam

Hi Sam,

Thanks so much for getting back to me - I really appreciate it.

I have tested the second solution above and it seems to be working great now.

Thanks again smile

Cheers

Phil

I had this issue and was able to resolve. Check these 2 things:

Disable "sd.notification.default.rule.request.organisation.added.name"

under Automation settings in your project.

Ensure that "Organization added" is also disabled, under Customer Notifications.

Susan Ostreicher Community Champion Aug 17, 2017

Matthew, can you confirm which version of JSD you're using?  I'm using Cloud, and I don't see the rule you mentioned under Automation settings. 

Also, does disabling this rule impact the customer's view when they submit a request?  Or does it still appear to them that they're sharing with the rest of their organization?

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