Question about JSM "Groups"

[Lance Li]

We are running on JSM datacenter version 9.12.16, and the team is asking if we can enable "Groups" on the right side of the ticket details to mainly add different teams instead of assignees based on their requirements, see what I mean by Groups below.

But when I looked into it, I would assume it's just another type of "Organizations", right? Because I would need to import it from "Customers" page for those groups as what we did with "Organizations".

Based on the article here: https://confluence.atlassian.com/servicemanagementserver/using-jira-groups-to-share-requests-1252008116.html , I can't fine how notification would work for it, like for Organizations only when added, we will receive the email notification that it was shared. So I guess the "Groups" would have the same behaviour. 

If it's the same I'm not seeing the value to use both Organizations and Groups.

[Duc Thang TRAN]

Hello @Lance Li 

The document refers to JSM version 10.5, and I believe your version is older and doesn't have this functionality. For your information, on my instance (version 10.3), I don't have this feature yet. I can still only share requests with the organization.

So, for me,  you need to be a member of that group to set up the portal with the group.

They have added a new option for group notification, similar to how organizations are added. You can find more details on this via this link:
Managing Service Project Notifications

This is good news and can help meet other needs.

[Lance Li]

Hi @Duc Thang TRAN

I have it enabled in my test env which is also JSM 5.12.16(9.12.16), I think it works. I think "Groups" was added in July 2023, and if you change the version to 5.12.16 that still applies.

If the notification is the same as the Organizations, then we are still having issues, it can only send the notification when it's shared, and then further updates are not going to be sent to the group members.

[Duc Thang TRAN]

Hello @Lance Li 

My bad, it looks like the group function was deactivated in our instant setup after checking.

Based on this document, you might need to check if these events  in customer notifications if customer involved is added to recipe .

Customers involved

All customers involved in the request, including: the reporter the request participants the people in the organization or group that the request has been shared with the approver, in case the request requires an approval

Or  you can make a automation for this purpose

[Kai Krause]

Hi,

i think its useful when you get a much finegranular purposes.

As example ->  Organization is company A and you need a group called Security company A.  

So you can archive it. 

BR
Kai