Jira Service Desk: Grouping Customers into Organizations

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Objective

Can I group customers in Jira Service Desk?

Environment

Server/Cloud

Procedure

By default, Jira Service Desk customers cannot be placed into Jira groups, but you can group them into entities called Organizations.

Customers in the same organization can share issues with others in their Organization (see "Who can customers share requests with?"), see tickets shared with their Organization from their view when logging into your customer portal, receive notifications when other members of their Organization share requests with their Organization, or opt out of notifications if they like. Organizations can span several Jira Service Desk projects.

Exception - Restricted Portal Access:

If you had the need, you could assign customers to Jira groups (with a little bit of magic) within Jira Service Desk Server. Grouping customers into Organizations would be the best practice to allow customers to share requests with other customers within their company, but it would be possible to include Jira Service Desk customers into Jira groups.

In User Management, when visiting a customer's profile, you'll see a box called "Restricted Portal Access" for customers. Checking this option would make it impossible to accidentally grant customers application access for a product on your instance since it would guarantee that the customer cannot placed into any application roles or groups (such as within a user group for licensing users for another product).

If you uncheck that box, and leave all application access boxes blank, the user will still be considered a customer. With Restricted Portal Access unchecked, you'll be able to add customers to traditional Jira groups. Make sure that you don't add them to any groups that have application access permissions, as that could make them as paid users by mistake. For example, see default group membership settings when adding new users in bulk adding customers.

 






Last modified on Jul 25, 2018

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