Customer Sharing - Not Adding Up on Customer Portal

[Nickolas Fistopoulos]

Hi everyone,

I just came across something interesting, and cannot seem to figure out if I have done something incorrectly, or if the Customer Sharing permissions in JSM are not configured correctly.

Within Customer Permissions, we can select 1 of 3 Customer Sharing options.

These 3 options are described as:

Option 1 - Customers can search for other customers within their organizations

Option 2 - Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project

Option 3 - Customers can search for other customers within their project or organizations

In my Test Environment, I have created 3 "Fake" Organizations and created several "Fake" Customers.  I've added Customers to each of the Organizations.

When I select Option 1 above and create "Test" tickets (acting as any of my "Fake" Customers), the Share Button on the Customer Portal is not visible.

Based on Option 1's description, this "Fake" Customer should be able to search other Customers within the same Organization.  Unfortunately, since the Share Button is not visible, the "Fake" Customer cannot search for others in the same Organization.

However, when I select Option 2 above, the Share Button appears, and the "Fake" Customer is then able to search for other Customers within the same Organization.

I tried looking up other Customers from different Organizations, but within the same Project (exactly as described in Option 2), but no luck.

Is it possible the descriptions above are not accurate?

Or, does anyone else see what I see?

I am simply trying to ensure Customers within the same Organization can Share with each other only.  I definitely do not want to allow Customers from 1 Organization to look up/share with Customers from another Organization.

I am trying to determine if this issue is isolated to my Project, or if there is a larger issue potentially impacting others.

Please let me know.

Thanks,

Nick

[Nickolas Fistopoulos]

Hi @Rilwan Ahmed .

We can close down this discussion.

Based on the reply I received from Refined, they confirmed the issue I am describing is a result of API limitations.

I appreciate you taking the time and replying though.

Thank you!

[Rilwan Ahmed]

Thanks for  confirming @Nickolas Fistopoulos :)

[Rilwan Ahmed]

Hi @Nickolas Fistopoulos ,

Similar query was addressed in this reply by @Manoj Gangwar . Also you can go through below article 
https://support.atlassian.com/jira/kb/unable-to-search-for-list-of-customers-in-jsm-cloud-customer-portal/

[Nickolas Fistopoulos]

Thank you @Rilwan Ahmed .

Unfortunately, this doesn't provide an answer.

The ultimate issue is when I select: 

Option 1 - Customers can search for other customers within their organizations

the Share button does not appear at all.  Without the Share button, Customers cannot search for other people within their Organization (there is no button/field) to use.

The only way I can manage to have the Share button appear is when I select:

Option 2 - Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project

If this is confusing, I can provide Screenshots if you like.

Please let me know.

Thanks!

[Rilwan Ahmed]

Please share the screenshot of full jira page where you are tryin to share. 

[Nickolas Fistopoulos]

Thank you Rilwan.

One thing I failed to mention is that the missing Share button is on our Customer Portal using Refined (not the JSM out of the box Customer Portal).

Perhaps the issue is not with JSM, but with Refined, I am not sure.

But, here is the screenshot.

Thanks!

[Nickolas Fistopoulos]

And here is another screenshot.

This one is even more interesting.

As mentioned, when we select:
Option 2 - Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project

The Share button appears in Refined.  It just doesn't function the way described above.