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Suggestion
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Resolution: Unresolved
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None
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4
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17
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Issue Summary
When a user that is within an organization tries to Share an issue with themself, an error pops up saying that they does not belong to the organization.
Currently when the customers create a request and share with an organization, the other customers in the organization can see the request.
But when they try to share the request to themselves - they will get an error saying: Sorry, but the following users do not belong to your organizations: xyz. However they are able to share it with other customers from same organization. The error message also has an impact in this scenario.
- with customer permission se to - "Other customers in their organization", we are not able to share the request with self.
- If we change to share with any customer by typing email address, we are able share the request with self.
Steps to Reproduce
- Create a Service Desk project
- Create an organization
- Add User 1 and User 2 to it
- Create an issue as User 1
- Login as User 2, access the create request and attempt to add yourself through the Share option
- User 2 can see the request, however if they try to share the request with self, gets error message.
- If the user becomes an agent (granting the role Service Desk Team) he can share the request with himself.
Expected Results
The request would be shared with the user account that was entered on the request portal when "sharing" the request.
Customers who are part of an organization should be able to share the request with themselves - with customer permission for sharing set to : Other customers in their organization.
Actual Results
An error saying that the user does not belong to the Organization will pop up. However, users are able to share the same request with other customers from the same organization.
Workarounds
- Click on the "Get notifications" link to subscribe to the notifications as org member
- Have an agent manually add the user through JIRA's request participant feature on the issue in the Jira UI
- Adjust the "customer permissions" so that "Who can customers share requests with?" is set to "Any customer, by typing an email address"
- relates to
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JSDSERVER-14892 User within organization cannot Share issue with themselves
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- Closed
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- links to
[JSDSERVER-6735] Request shared with an organization should allow customers to share the request with themselves
For me this is rather a Bug than a Suggestion because why would you not allow users being part of the Organization to join the ticket as Participant themself? So the reporter can add paricipants, other participants can add other participants, but you cannot add yourself to a ticket being a customer of your Organization?
We want to stress that the error message Sorry, but the following users do not belong to your organizations: xyz is very confusing for our customers! The DO belong to the organization, so the error message is incorrect and misleading. Various of our customers have noticed this behavior and were confused by the error message.
Still an issue on 5.12.15.