How to share past customer cases with recently added organization.

[Christopher]

Hello Jira Community,

We recently started grouping customers into organizations so they will be able to see each others issues. Is there a way for them to share their past issues with each other in the organization?

Appreciate any feedback.

Christopher

[Angélica Luz]

Hi Christopher,

When the customer has permission to share with the organization (Project settings > Customer permissions > Who can customers share requests with? > Any customer or organization, by searching this project. This allows them to search all customers in the current project > Save) they can share old and new tickets with the organization by clicking on Share in the ticket and searching for the organization name.
After sharing on the portal, the customers will see the option to see the tickets by clicking on Requests > Organization-name and then filter by Open, Closed or Any status.

Regards,
Angélica

[Christopher]

Hi Angelica,

So this is done on a per ticket basis? I am looking for a way to share all tickets with all organization customers. We do not want customers to have the ability to search for other customers in the project. we dont want them to know about each other.

Regards,

Christopher

[Angélica Luz]

You can bulk share all the tickets. First, you need to go to Issues and filters > Search issues and filter the tickets you need to share with a specific organization. Then on the top right click to bulk change all issues > Select the issues > Edit issues > Search for the field "Change organization" and select the desired organization > Confirm > Acknowledge.
If the customer wants to share with the organization, they can only share one by one, only administrators can bulk change this option.

[Christopher]

Thank you again Angelica, this is great. Really appreciate this information, This will greatly save our customers some time.

Wishing you a great day,

Christopher