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  1. Jira Service Management Data Center
  2. JSDSERVER-6751

Customer portal: If you’re part of only one organization, new requests will still be shared by default

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    • Resolution: Unresolved
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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      Since [Jira Service Desk 4.7.0|https://confluence.atlassian.com/servicedesk/jira-service-desk-4-7-x-release-notes-987143432.html] new requests created via the customer portal are set 'private' by default.

      Our customers share new tickets by default. Please create an option on project level to enable 'shared' by default or similar to email "If you’re part of only one organization, new requests will still be shared by default"

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            [JSDSERVER-6751] Customer portal: If you’re part of only one organization, new requests will still be shared by default

            WindsorAdmin added a comment -

            Completely agree with Lenards comment above: "Customer needs to be able to access an issue by a colleague of that same organization at all times." This feature had been in place and worked. We built our customer interactions around how the tool worked and now the feature was removed. Our customers are not happy with the change made in this area to remove the automatic Organization assignment function. As a work around, we should at least have the ability to assign a default organization via on the Request Type field defaults.

            WindsorAdmin added a comment - Completely agree with Lenards comment above: "Customer needs to be able to access an issue by a colleague of that same organization at all times." This feature had been in place and worked. We built our customer interactions around how the tool worked and now the feature was removed. Our customers are not happy with the change made in this area to remove the automatic Organization assignment function. As a work around, we should at least have the ability to assign a default organization via on the Request Type field defaults.

            Lenard Lee added a comment -

            Customer's use case:

            The customer needs to be able to access an issue by a colleague of that same organization at all times, in case the colleague goes absent for a longer period of time. We can not expect them to fill in a participant for every request and even if they do that, they can not depend on that single participant to be available at all times.

            Lenard Lee added a comment - Customer's use case: The customer needs to be able to access an issue by a colleague of that same organization at all times, in case the colleague goes absent for a longer period of time. We can not expect them to fill in a participant for every request and even if they do that, they can not depend on that single participant to be available at all times.

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