"share the request with" another customer group/organization

[Michaela Kubicová]

Can a user in one customer group/organization "share the request with" a different customer group/organization?

Last week, a user was able to share an internal service request with a customer group/organization that she is not part of. However, this is no longer working, and we haven't made any changes to the settings.

Thanks!

[Florian Bonniec]

Hi @Michaela Kubicová 

It could be different cause:

1. Customer permission in the project was allowing Customer to search in the porject, organization or manually entering email address, then this option may have been updated if it's not the case anymore.
2. Customer was part of multiple organization at the time of sharing the request
3. Automatic sharing rule was set. (kb)

Regards

[Dan Breyen]

Hi @Michaela Kubicová welcome to the community!  It is possible that a customer could share a request with another customer based on how your system is configured.  If you open you JSM project and look at your Project Settings, under 'Customer permissions' there is a 'Customer Sharing' section.  One option is 'Customers can search for other customers within their project or organization.

I would check this setting first and see if that may have been changed accidentally.

Hope that helps.