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Suggestion
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Resolution: Unresolved
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None
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2
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14
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Problem Definition
At the moment, there's no option to configure the default share preference of a ticket. When the reporter belongs to an Organisation, his request will be shared among the organisation unless he changes it to "Private request" manually. This could lead to accidental oversharing if he forgot to set to "Private request".
Also, a notification will be sent to all users within the organisation if "share with Organisation" option is accidentally chosen.
By default the sharing level of new requests is "Private", it should be possible to set a project-level default for this field to share the request with the user's assigned organisation.
In the event that a user is a member of more than one organisation, then the field should default to "Private" to avoid accidental oversharing.
Suggested Solution
- Allow admin to set the default level as Issue Security Level.
Why this is important
- To avoid accidental oversharing of data
- To avoid spam notification within the organisation
- relates to
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- Gathering Interest
- links to
[JSDSERVER-4638] Allow administrators to set the default sharing level of new requests
Leonardo Coelho
added a comment - +1 This appears to be a duplicate of an older request
JSDSERVER-4382
We should head over and vote on that one also.
This is a serious GDPR compliance issue. Information sharing must be opt-in by default, not opt-out.
Another vote for this feature. I find it really odd that out of all the things we can customize in Jira, this is one of the few things that we can't.
How has this not been addressed yet? This issue has been open for over a year, and I've seen no progress. This should not be a difficult change, and is negatively impacting service as we have customers asking for this feature.
nprasad
added a comment - +1 vote from me. I see this as a huge Bug in the system. It does not make sense at all the way it is setup right now. 90% of service tickets do not need to be shared with the whole organization and thus organizations should not be added by default. Why does the whole organization need to know when toner needs to be ordered for one printer! Needs to be set private by default or not shown to the customer at all. The Administrator should decide whether the customer should be allowed to share the particular Request type as it is done with Request Type forms.
I saw one workaround posted where you need to create multiple Organizations and put all users in at least 2 organizations. that way it defaults to Private. This workaround just puts more work on the administrator to manually manage the system. Personally, now I have to manually add 500 customers to 2 organizations... and thats just one of our Client Silo's. In addition, now I have to keep up with additions and removals of customers to make sure they are added and removed from both organizations instead of just letting customers sign up in their respective customer portals.
The second workaround is to disable the Automation where it sends the email when organizations are added. Why? I like this feature and helps us manage incidents where our agents can add an organization group that holds client stakeholders, and they get notified and can opt in to follow the ticket. I believe, this is what it is designed for and a critical feature for us. Thus, this workaround is not acceptable either, as it makes the whole "Organizations" feature useless.
https://jira.atlassian.com/browse/JSDCLOUD-4382
I have been a JIRA Software fan for over 5 years and pushed my company to use JSD. I hope Atlassian fixes this quickly as now I am struggling to accomodate some basic requests from my company.
nprasad
added a comment - +1 vote from me. I see this as a huge Bug in the system. It does not make sense at all the way it is setup right now. 90% of service tickets do not need to be shared with the whole organization and thus organizations should not be added by default. Why does the whole organization need to know when toner needs to be ordered for one printer! Needs to be set private by default or not shown to the customer at all. The Administrator should decide whether the customer should be allowed to share the particular Request type as it is done with Request Type forms.
I saw one workaround posted where you need to create multiple Organizations and put all users in at least 2 organizations. that way it defaults to Private. This workaround just puts more work on the administrator to manually manage the system. Personally, now I have to manually add 500 customers to 2 organizations... and thats just one of our Client Silo's. In addition, now I have to keep up with additions and removals of customers to make sure they are added and removed from both organizations instead of just letting customers sign up in their respective customer portals.
The second workaround is to disable the Automation where it sends the email when organizations are added. Why? I like this feature and helps us manage incidents where our agents can add an organization group that holds client stakeholders, and they get notified and can opt in to follow the ticket. I believe, this is what it is designed for and a critical feature for us. Thus, this workaround is not acceptable either, as it makes the whole " Organizations " feature useless.
https://jira.atlassian.com/browse/JSDCLOUD-4382
I have been a JIRA Software fan for over 5 years and pushed my company to use JSD. I hope Atlassian fixes this quickly as now I am struggling to accomodate some basic requests from my company.
is a serious problem that puts companies at risk of very high fines. What's Atlassian waiting for?