About customers and organizations

[Thomas]

Hi all,

hopefully a simple question:

I understand that I can create organizations to group customers. I can add them to ITSM projects to give them access instead of adding single users.

However, in case we have all users of a domain/company added into an orgnization, are we able to only add some users as customers to an ITSM project and allow them to add their organization to their requests so that other users of that added org can view this request? Will all members of that org have access to this request or only those that have access to the ITSM project (remember we only added the single users, not the organization).

Thanks for your help!

[Daniel Ebers · Accepted solution]

Hi @Thomas

a test on a demo instance showed that in that case users (those of Organization 'c') get the same permissions and possibilities like the user that raised the request initially.
In order to share with an Organization it seems to be required to add the Organization to a JSM project. Also all users are part of the Organization will be there - doing so the request can be shared among them.

There was no option visible in the test project where the users that are "invited" to contribute by seeing a shared request to prevent from adding comments. Also, in the test, they could create requests by themselves.
Removing the Organization from the project was perfectly possible - but then the user is not able to share anymore, at all.

I remember there was a discussion here in Community recently if there are read-only roles possible for customers, the answer was 'no' and the technical background was that although the relevant special group "Service Project Customer - Portal Access" is available from permission schemes the internals of the customer portals work differently. Adapting this assigned special group would not work.

So in summary, there seems no option available you could set to achieve the goal. In case I am missing something hopefully somebody will correct any mistakes.

Regards,
Daniel

[Thomas]

Hi Daniel,

thanks for your response and for testing this out.

We have done some testing, too, and came to the same conclusion. For us this is problematic as we have technical and sales departments of the same company contributing to different JSM projects (Pre/PostSales). It's not an issue to have post-sales accessing preSales tickets (and possibly commenting/creating on requests) but the other way around is a no-go since our sales folks are not permitted to raise 3rd level support requests.

What we'll do now is to set up 2 organizations for the same company. One for pre and one for post-sales. Not ideal since the post-sales guys will now have to update their pre-sales colleagues on request statues etc...

Really sad to hear ITSM does not support read-only roles... :/ This sounds like a fundamental feature to me.

[Jack Brickey]

when you create an organization you can then add only those emails that you want.

[Thomas]

Yes, I got that. But what happens if I add the organization to a request only (e.g. automatically or when the customer does it). Will ALL members of that organization have access to this ticket or only those that ALSO have been added by me (admin/agents) as customers the ITSM project or will adding them to a single request automatically add the organization to the ITSM project (e.g. here: https://tenant.atlassian.net/jira/servicedesk/projects/PROJECT/customers)

The idea is that only some can create requests but share with others to view/read. However, those others should not be able to create any requests.

[Jack Brickey]

Only members listed in the Organization that is created within the JSM project. To be clear an Organization in JSM does not equate to a company domain it is simply a group of users bound primarily for the purposes of sharing.

Please pardon me if I am still missing your point.

[Thomas]

Hm, I think we're talking cross purpose and I'm not making myself clear, sorry :)

What we are trying to achieve is the following scenario:

• We have multiple ITSM projects. Each of which has a different set of customers who can create requests.
• All customers belong to organizations we set up ("Company Name" in our case).
• Customer "A" who has access to Service Desk "B" creates a new request and adds his Company as an Organization "C".
• All other customers who are part of the Organization "C" should now be able to see that request.  However, they must not be able to create their own requests in Service Desk "B" as they may only be added as customers to other Service Desks. It would be even better if they could only see (read) the request but not add comments etc.

Is this at all possible? If yes, how would we set this up?