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When sharing requests with
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customers
For JSM customers to be able to share
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a request with
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However, two imitations exist with the 1st and 2nd settings, as marked by the arrows in the below screenshot.
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other customers, go to Project settings > Customer Permissions > Customer sharing.
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Option | Limitation |
|---|---|
Customer can search for other customers within their organizations | JSM customer roles cannot share their request if this setting is used. |
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Fixing this limitation is only possible if |
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is fixed |
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. Please vote and/or comment on the issue if it impacts you. |
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Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project | The request can’t be shared when searching for other customers within the same project by entering an email address or name. However, the request can be shared when searching for a name within the same organization. |
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Fixing this limitation is only possible if |
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is fixed |
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. Please vote and/or comment on the issue if it impacts you. |
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| title | Sharing requests with organisations |
|---|
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Customers can search for other customers within their project or organizations. | No limitation. |
When sharing requests with organizations
When a JSM customer creates a request, they cannot add
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organizations to it.
The request view doesn't show which
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organization(s) the request is shared with.
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Workaround
JSM customers can view all the
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organizations they are a part of as well as the requests shared with them via those
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organizations.
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Click the
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Avatar menu in the top-right corner > My Requests.
Change the filter Created by me to Shared with my
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organizations.
Note that this only works if all the service desks linked to those
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organizations have been added as projects into your Refined site.
What we
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're doing to solve these limitations
We are in continual contact with Atlassian to improve the APIs. To track the status, see the Atlassian tickets. Please vote or comment on the tickets that are related to these limitations, so that Atlassian can also hear your feedback
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| title | Links in invitation email |
|---|
Links in invitation email
When adding a customer to a JSM project, by default the customer will receive an email with a link to complete the signup.
When the customer has completed the signup, they are taken to the default Jira Service Management Help Center portal (with xyz.atlassian.net URL), and not the Refined one, and currently the limitation is that Refined cannot redirect the user back to the Refined site.
Workaround
Because the user needs to complete the signup, our workaround suggests keeping the signup link, but make an addition.
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Go to Service Project > Project Settings > Customer notifications.
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.
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Below the text to complete the signup, add in the following:
| Info |
|---|
Once you are done with signing up, find the support portal at [BANANA IT |
This will prompt the user to
Complete the sign up
Close the tab and go back to the Service Desk on the Refined Site.
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