Everything we should know about customer organizations in Jira Service Management projects

Platform Notice: Cloud Only - This article only applies to Atlassian products on the Cloud platform.

The purpose of this article is to help users to know more about Customer organizations and reply to some of the most frequently asked questions about this feature.

Before we start, it's important to know that we have the following documentation with all steps on how to add an organization to the project and how to add customers to an organization:

Remove the "Share with" field when a member of an organization is creating a ticket via the customer portal

Currently, as soon as we add a customer to an organization, the Share with field will appear when creating a new ticket through the portal. More details about this field can be found in the following article:

At the moment, the ability to hide/remove it is not available, but we have an open feature request for this:

JSDCLOUD-10908 - Getting issue details... STATUS

Change the default value of the Share with field

We can change the default value for the Share with field by following these steps:

  1. Select Settings, in the top right of the screen > Products

  2. Under Jira Service Management, select Configuration

  3. Within the Organization management section, in "Should new requests automatically be shared with a customer's organization?", we have two options:

  • Yes, automatically share email requests with the customer's organization. Requests sent from the portal will also be shared unless the customer selects otherwise: with this option selected, the tickets will be automatically shared with the organization during creation, unless the customer manually chooses No one when creating tickets on the portal. Just note that this option will only work if the customer is part of only one organization.

  • No, don't share email requests with the customer's organization. Requests sent from the portal will not be shared unless the customer selects otherwise: with this option selected, the customer will still be able to see the Share with field on the portal, but the default option when creating the ticket will be No one. In other words, the customer will be able to choose the organization if they want, but it will be necessary to manually choose the organization in the field.

All organization members receive a notification when a ticket is created

The notification that is sent to all members of an organization when a new ticket is shared with the organization is the Organization added customer notification. If you disable this notification, the members shouldn't receive notifications about requests created and shared with the organization. With that in mind, if you want to disable this notification, please follow the steps below:

  • Project settings > Notifications > Customer notifications > Disable the Organization added

Even if you disable the Organization added customer notification, members will still be able to see tickets shared with the organization in the customer portal and opt-in to receive notifications about updates made to the ticket.

Organization members don't receive a notification when a ticket is updated

The members of the organization only receive the first notification of the ticket being shared with that organization and they must access the ticket from the portal to opt-in for the following notifications of that ticket. If they don't opt in, they will only receive this first notification, but not the following.

Therefore, the first customer notification of Organization added contains the instructions to receive the following notifications of that ticket. In short, for organization members to receive notifications about the request, they need to access the ticket through the portal and click the Notifications Off link:

At the moment, this is the default behavior of the Jira Service Management and there is no option to change it. However, we have a feature request to ask for the ability to make the notifications on by default:

JSDCLOUD-4570 - Getting issue details... STATUS

Automatically add a customer to an organization based on their domains

The following document contains the steps to achieve this scenario:

Automatically add all the organizations to the ticket that the reporter is part of

The following article explains how to use automation to add all the organizations the reporter is part of to the ticket:


Last modified on Dec 25, 2024

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