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Suggestion
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Resolution: Fixed
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None
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6
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Issue Summary
I was dismayed to read in JSDSERVER-4382 that in 4.7 all new requests will be private.
Our JSD portal, which services over 200 external client companies whose issues must be hidden from each other, is specifically crafted to to require that the Organization MUST be specified and this works well in pre-4.7.
This change is going to confuse our external users who will get an error that not all fields are filled in and they must choose organization. But that field is not labeled Organization (at least it's not in our current version). I know this because for our few end users that work for more than one organization, which sets requests to Private by default, explaining to them what the error message means and how to set the organization field, has been quite daunting.
Please make the default to have the Org set or Private configurable by project.
Workaround
Please note that it is possible to disable the new behavior introduced in the Customer Portal in JSD 4.7.x by following the steps below:
- Navigate to the following page to access the Dark Features page:
<baseUrl>/secure/admin/SiteDarkFeatures!Default.jspa
- Enter sd.customer.share.default.private.disabled in the field Enable dark feature, click on the Add button, and verify that the dark feature sd.customer.share.default.private.disabled is listed in the page:
After you followed these steps, if a customer is a member of exactly 1 organization, this organization will be automatically selected in the request creation form (as it used to be the case before JSD 4.7.x
4.9.0 Release
Customers can get the pre 4.7 default sharing behaviour back. More details -
https://confluence.atlassian.com/servicedesk/jira-service-desk-4-9-x-release-notes-1005326200.html#JiraServiceDesk4.9.xreleasenotes-sharingiscaring
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[JSDSERVER-6761] Backtrack 4.7 change that makes all new requests private to be configurable per project
Yes it is. Thanks for the quick turnaround.
One more question, I saw in JSDSERVER-4382 people asking for this to be configurable per project and I mentioned this in my last line of the description. The Dark Features setting is for the entire service desk.
Is there a per project work around, for those that need it?
thanks for letting me know about the broken screenshot in this ticket. I just re-uploaded, so it should be visible now.
Best.
Thanks for the work around.
Right now the screen shot in the work around is showing for me as a broken image. I know you also posted it to JSDSERVER-4382, but not everyone will know to go to there, so please fix the screen shot in this ticket's workaround.
Configurable by JSD project would work well for us as well. We have an external JSD project where it is causing problems having it always on but we also have 2 internal JSD projects which will be a pain to have it always off for.
We use the default setting of Organization because our customer users generally want visibility of all their companies issues. Having this default change to private is problematic for us. Forcing them to remember to select the organization isn't great. Fudging this in the back end by changing all issues won't work either because of the occasional issues where the private setting is required.
Please make this configurable by project!
thanks
As of 4.9.0, the sharing setting has been fixed to also work on the customer portal.
Customers relying on the sharing behaviour of versions before 4.7 can now get that out of the box by turning off the setting. Details here -
https://confluence.atlassian.com/servicedesk/jira-service-desk-4-9-x-release-notes-1005326200.html#JiraServiceDesk4.9.xreleasenotes-sharingiscaring
I have created a separate ticket to track if there is value in having this configuration on project level.
https://jira.atlassian.com/browse/JSDSERVER-6856