Limitations with sharing requests (Refined for Jira)

Sharing requests with participants

We have released a fix to support the JSM customer role being able to share their JSM request with others. This is no longer a complete limitation. - 18 July 2022

However, two imitations exist with the 1st and 2nd settings, as marked by the arrows in the below screenshot.

1st setting - JSM customer roles cannot share their request if this setting is used.

Fixing this limitation is only possible if the issue here is fixed: https://jira.atlassian.com/browse/JSDCLOUD-11597. Please vote and/or comment on the issue if it impacts you.

2nd setting - 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.

Fixing this limitation is only possible if the issue here is fixed: https://jira.atlassian.com/browse/JSDCLOUD-11818. Please vote and/or comment on the issue if it impacts you.

Sharing requests with organisations

Limitations

When a JSM customer creates a request, they cannot add organisations to it.
The request view doesn't show which organisation(s) the request is shared with.

Possible workaround

JSM customers can view all the organisations they are a part of as well as the requests shared with them via those organisations.

Go to the avatar menu > My Requests
Change the filter Created by me to Shared with my organisations.

Note that this only works if all the service desks linked to those organisations have been added as projects into your Refined site.

What we are 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.