Raising JIRA to a client via jira service management section

[Lisa Swaby]

Hi when raising a JIRA to a client via the JIRA service management section does anyone have some clear guidelines how to do this?

Is there a way to alert specific users under an organisation and not all users under that organisation?

thank you 

[Angélica Luz]

Hello Lisa,

Thanks for reaching out to Community!

On Jira Service Management, when customers are added to an Organization and a ticket is shared with the Organization, everyone will be notified that it was shared. They won’t receive all notifications, they receive only one informing about that, and then, they need to go to the portal and click to get future notifications.

There are some feature requests suggesting improvements for that:

• Ability to choose send notification to some organizations
• Ability to Disable Notification Within Organisation
• Provide option to set customers as organization "special members" within a service desk organization

Please, vote and also watch the features above to receive updates from our product managers.

Regarding your first question, can you please let us know more details about what you meant by raising a Jira to a client? Do you mean creating a ticket via Jira (using the Create button) instead of the portal? 

Kind regards,
Angélica

[Lisa Swaby]

Hello Angelica,

thank you for responding i will go through all the information you sent.

To add more clarity to my first question. Sometimes we have to raise JIRA's to the clients using our access and i go to create JIRA then add the organisation at the bottom.

hope the above makes sense

many thanks

lisa

[Angélica Luz]

Thank you for the details, Lisa.

When a customer selects the organization when creating a ticket or when you as an agent/admin create a ticket on their behalf and select the organization, it has the same result: all customers under the organization will receive a notification informing them that the ticket was shared. 

Currently, it’s not possible to select who will receive the notification.

The best option, in case you need to share with few people, you can add them as request participants instead of sharing with the organization. Participants will receive notifications and they will have permission to access the ticket in the portal as well.

• What are request participants?