Best practices for JSM channel and customer access

[Lucas de Souza]

Hello Everyone.

I would like to ask what are the best practices for JSM because at the moment a project I am working on we set:

• the project channel to be open;
• Customers can search for other customers within their projects or organizations.

We add only a group which includes all users in the project instead of each user individually.

Best Lucas.

[Dan Breyen · Accepted solution]

@Lucas de Souza it all depends on your requirements.  I would say most customers shouldn't see each other's tickets.  I don't want my users to be sharing their Service Request with everyone in the organization.  

So it's hard to say "Here's the best practice" without knowing how you want your environment setup.  I would just go through the configurations and ask yourself, is this a function I want my users to use.  I turned several things on/off and then after a bit went back and switched it around to make my use case work better. So what may be best practice in my situation, might not work for your users in your situation.

Hope that helps.