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  1. Jira Service Management Cloud
  2. JSDCLOUD-270

Allow customers to view requests created by other customers belonging to the same organisation using the Customer Portal

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    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      As a result of -----JSD-62-----, customers will only be able to view and track their own requests using the Customer Portal.

      Using the feature proposed in -----JSD-269-----, it will be possible for customers to manually add request participants. However, it may be common for customers of a particular logical group (eg. organisation) to need to be granted default access view requests made by others from the same organisation.

      Users from the same organisation should be able view, search and comment on requests. Users from different organisations should not be able to view each others' requests.

       

      Update as of 3 Jan 2017

      Hello Server customers,

      Great news - Customer organization is now available on server! To find out more about this feature, check out our documentation here.

      On behalf of the JSD team I want to thank all of you for your patience. Your comments, feedback and interviews have all formed the feature update we release today.

      — JIRA Service Desk Team

       

      Update as of 28 Sep 2016

      Hi all,

      Great news! Customer organisation is now available on cloud! To find out more about this feature, check out our blog post and documentations here.

      This feature will also be available for Server in a future major server release.

      On top of this we have also built public APIs so you can easily extend our feature to support your various usecases! Check out our API docs here.

      On behalf of the JSD team I want to thank all of you for contributing to this ticket. Your comments, feedback and interviews have all formed the feature we release today.

      — JIRA Service Desk Team

       

      Update as of 15 Sep 2016

      Hi all,

      We are at the tail end of the development process for this feature. We are currently performing final testing as this feature touches on many sensitive parts of our products relating to permissions and security model.

      We also want to thank all of you who have joined us for the usability test, your feedback was very valuable and we have made a number of changes to the feature based on the feedback.

      As mentioned earlier, this feature will be available to both Cloud and Server and will be available on Cloud first before Server as there are far less permutations to test and QA on our Cloud infrastructure.

      Thank you all again for your patience.

      — JIRA Service Desk Team

       

      Update as of 21 Jul 2016

      Hi all,

      We do have a very vibrant marketplace which our expert partners develop add-ons that extend our products. Collection Issue View for Service Desk and Teams for JIRA Service Desk are both add-ons which aim to provide customer grouping capabilities for JSD Server. If you are on JSD Server you can evaluate these options and choose to purchase them if they meet your needs.

      As mentioned before this feature is one of our highest priorities and the JIRA Service Desk team is actively developing this capability. We are building it as a core part of the product, so there will not be any additional cost for this capability - and we are building it for both Server and Cloud.

      Unfortunately the development of this feature is taking considerable time as the security model for users in Cloud is very different to Server. It also fundamentally changes the way our product works so we want to ensure we get it right.

      If you are interested to see how the feature is progressing feel free to leave your details to join one of our upcoming usability test and provide us feedback on the feature itself.

      Thank you all again for your patience.

      — JIRA Service Desk Team

       

      Update as of 27 Jun 2016

      Hi all,

      This is one of our highest priorities and we have the best team working on the feature.

      This feature fundamentally changes the way our product work and we want to ensure we get it right. We have been actively reaching out to this community for usability testing on our latest development and design work on this feature. If you are keen to see where we are up to with the this feature, you can leave your details here to join one of our upcoming usability test and provide us feedback on the feature itself.

      Thank you all again for your patience.

      — JIRA Service Desk Team

       

      Update as of 3 May 2016

      Hey all,

      We understand many of you will need to make business decisions around when this feature is available, however we do not have a meaningful ETA we can share. As mentioned in my previous comment this is already in active development but there are quite a few number of moving parts to implementing this feature.

      We will do our best to keep everyone updated with the latest development regarding this feature and to share our designs/progress once they become available. Right now we are in the process of bringing in groups into JIRA Service Desk (Ability to add groups to tickets, JQL search for groups etc) and also making enhancements to the group infrastructure (Allowing agents to be managing groups etc).

      Again I want to stress this feature requires big changes to our underlying user management and permission infrastructure. Both of these aspects are fundamental to how you manage your users and the access control of the system, and we need to take the time to make sure we are doing it in the best possible way possible. Thank you again for all your continuous feedback and I will do my best to make progress updates as we go along.

      -JIRA Service Desk team

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            [JSDCLOUD-270] Allow customers to view requests created by other customers belonging to the same organisation using the Customer Portal

            Sam Omidi (Inactive) added a comment -

            Hi all,

            This has been fixed on Server version 3.3.0 I just added the version to fixed version.

            Cheers,

            Sam Omidi (Inactive) added a comment - Hi all, This has been fixed on Server version 3.3.0 I just added the version to fixed version. Cheers,

            George Lerma added a comment -

            We need this feature for the self-hosted Service Desk! - What ticket do you have to track that?

            George Lerma added a comment - We need this feature for the self-hosted Service Desk! - What ticket do you have to track that?

            Abel Pereira added a comment -

            Any ideia of how long to have this feature on Service Desk Server?

            Abel Pereira added a comment - Any ideia of how long to have this feature on Service Desk Server?

            Michael Abele added a comment -

            Link has a trailing ".". The following link works for me:

            https://confluence.atlassian.com/display/Support/Implementation+of+New+Features+Policy

             

            Michael Abele added a comment - Link has a trailing ".". The following link works for me: https://confluence.atlassian.com/display/Support/Implementation+of+New+Features+Policy  

            Robert Mota added a comment -

            Hi,

            Just to say that

            check out https://confluence.atlassian.com/display/Support/Implementation+of+New+Features+Policy

            This page is unreachable.

            Regards

            Robert Mota added a comment - Hi, Just to say that check out https://confluence.atlassian.com/display/Support/Implementation+of+New+Features+Policy This page is unreachable. Regards

            shihab added a comment -

            Hi,

            We hear you loud and clear and love your feedback. We wish that we could ship these features even sooner to you!

            This was a feature we had known we needed to add to the product as soon as we practically could, but if you would like to learn more about how we prioritise features, check out https://confluence.atlassian.com/display/Support/Implementation+of+New+Features+Policy

            Unfortunately some features are much larger in scope than others and even though this feature is simple in concept, it touches various aspects of the core product and user management system. There are many differences in our Cloud and Server offerrings, one of which is user management.

            We are definitely working towards a release of the Server version of this capability.

            If you would like to try out some of the early milestones you can download them from our Early Access Program page: https://developer.atlassian.com/jiradev/latest-updates/jira-eap-releases/jira-7-3-eap-release-notes/jira-service-desk-3-3-release-candidate-rc02-release-notes

            We will update both this issue and JSD-4390 when this feature is available on Server.

            Thanks,

            JIRA Service Desk team

            shihab added a comment - Hi, We hear you loud and clear and love  your feedback. We wish that we could ship these features even sooner to you! This was a feature we had known we needed to add to the product as soon as we practically could, but if you would like to learn more about how we prioritise features, check out https://confluence.atlassian.com/display/Support/Implementation+of+New+Features+Policy Unfortunately some features are much larger in scope than others and even though this feature is simple in concept, it touches various aspects of the core product and user management system. There are many differences in our Cloud and Server offerrings, one of which is user management. We are definitely working towards a release of the Server version of this capability. If you would like to try out some of the early milestones you can download them from our Early Access Program page: https://developer.atlassian.com/jiradev/latest-updates/jira-eap-releases/jira-7-3-eap-release-notes/jira-service-desk-3-3-release-candidate-rc02-release-notes We will update both this issue and  JSD-4390 when this feature is available on Server. Thanks, JIRA Service Desk team

            R&D Infrastructure Team added a comment -

            I am very happy to see constructive feedback. I'll echo Aristedes and say I would love to hear from Atlassian Product Managers. Are they reading these posts and responding through the product road map to what Client's are requesting? This is at the heart of modern development process. There tools have been developed around these principles.

            There comes a point where organizations consider other options if there needs are not met. There are always customers that have a passion for your product. Finding those people and forging symbiotic relationships with them allows you to keep your product relevant and I'd like to see this at Atlassian.

            R&D Infrastructure Team added a comment - I am very happy to see constructive feedback. I'll echo Aristedes and say I would love to hear from Atlassian Product Managers. Are they reading these posts and responding through the product road map to what Client's are requesting? This is at the heart of modern development process. There tools have been developed around these principles. There comes a point where organizations consider other options if there needs are not met. There are always customers that have a passion for your product. Finding those people and forging symbiotic relationships with them allows you to keep your product relevant and I'd like to see this at Atlassian.

            Aristedes Maniatis added a comment -

            Since this thread has devolved into a "what's wrong with ServiceDesk" conversation, I'll add my two cents.

             

            We love JIRA for our development team and it makes sense to use it for customer support as well because there is so much overlap between support and development (in our business). But we spend such a huge amount of effort working around licensing limitations in Jira. I'm not allowed to include customers on any development tasks, so we need a parallel linked SD task. Developers are not allowed to perform actions on SD tasks, only because of licensing.

            But note that this isn't a problem for Atlassian who aren't eating their own dogfood. Clearly they have their own unlimited user system because here we are, commenting on a kanban development ticket. Not for the rest of us, relegated to a crippled Service Desk project to avoid licensing rules.

             

            So we install third party plugins for email to avoid some of Jira's licensing. We have our own layer of ScriptRunner groovy to join people together into customers (pulling from LDAP) and make sure all the right people are cced. (Our own workaround to JSD-270). We force our customers to use email and avoid the portal because it is mostly useless.

            But we struggle on, because JIRA is such a nice tool for development and we keep thinking "ServiceDesk will get there soon, maybe just one more release". I'm not convinced JSD-270 will solve anything for us since it isn't linked to LDAP, has no API and is per service desk project (not across all Jira). We aren't maintaining 8000 person-company relations by hand.

             

            But the real issue here isn't just being painted into a corner with licensing. It is the lack of communication from Atlassian. A whole thread of people complaining here should bring out the product managers to make a statement, show us some roadmap and listen to people's needs.

            Aristedes Maniatis added a comment - Since this thread has devolved into a "what's wrong with ServiceDesk" conversation, I'll add my two cents.   We love JIRA for our development team and it makes sense to use it for customer support as well because there is so much overlap between support and development (in our business). But we spend such a huge amount of effort working around licensing limitations in Jira. I'm not allowed to include customers on any development tasks, so we need a parallel linked SD task. Developers are not allowed to perform actions on SD tasks, only because of licensing. But note that this isn't a problem for Atlassian who aren't eating their own dogfood. Clearly they have their own unlimited user system because here we are, commenting on a kanban development ticket. Not for the rest of us, relegated to a crippled Service Desk project to avoid licensing rules.   So we install third party plugins for email to avoid some of Jira's licensing. We have our own layer of ScriptRunner groovy to join people together into customers (pulling from LDAP) and make sure all the right people are cced. (Our own workaround to JSD-270 ). We force our customers to use email and avoid the portal because it is mostly useless. But we struggle on, because JIRA is such a nice tool for development and we keep thinking "ServiceDesk will get there soon, maybe just one more release". I'm not convinced JSD-270 will solve anything for us since it isn't linked to LDAP, has no API and is per service desk project (not across all Jira). We aren't maintaining 8000 person-company relations by hand.   But the real issue here isn't just being painted into a corner with licensing. It is the lack of communication from Atlassian. A whole thread of people complaining here should bring out the product managers to make a statement, show us some roadmap and listen to people's needs.

            DoD Support added a comment - - edited

             

            @StephanJanssen 

             

            Our company, like most "complaining", wasn't given much of a choice. We all would have been happy as punch to continue using JIRA as we always have paying our fee for unlimited users and automatically making new reporters into JIRA users with limited permissions. That worked perfectly for us. Unfortunately, Atlassian killed that entire concept when they split the services, stopped offering unlimited users, and started pushing heavily to service desk. 

            Now we have two crappy choices:

            1. Keep using our old outdated JIRAs that have unlimited users but less and less compatibility with other services and tools we use.
            2. Implement Service Desk  and be able to support all of our users but be forced to do so with the horribly deficient user management ecosystem that doesn't even let people from the same company see each others tickets.

             

             

            Why did you implement JIRA Service Desk in the first place?

             

            Well, we weren't given much choice, but I'd love to hear Atlassian's response to that question.

            DoD Support added a comment - - edited   @StephanJanssen    Our company, like most "complaining", wasn't given much of a choice. We all would have been happy as punch to continue using JIRA as we always have paying our fee for unlimited users and automatically making new reporters into JIRA users with limited permissions. That worked perfectly for us. Unfortunately, Atlassian killed that entire concept when they split the services, stopped offering unlimited users, and started pushing heavily to service desk.  Now we have two crappy choices: Keep using our old outdated JIRAs that have unlimited users but less and less compatibility with other services and tools we use. Implement Service Desk  and be able to support all of our users but be forced to do so with the horribly deficient user management ecosystem that doesn't even let people from the same company see each others tickets.     Why did you implement JIRA Service Desk in the first place?   Well, we weren't given much choice, but I'd love to hear Atlassian's response to that question.

            Stephan Janssen added a comment -

            What surprises me most, is all these people complaining about this not being in the initial release and needing this feature instantly. If this is such a huge need, why did you implement JIRA Service Desk in the first place?

            Stephan Janssen added a comment - What surprises me most, is all these people complaining about this not being in the initial release and needing this feature instantly. If this is such a huge need, why did you implement JIRA Service Desk in the first place?

              edwin@atlassian.com edwin
              shamid@atlassian.com shihab
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