Share new requests automatically with a customer's organization

Summary

By default, Jira Service Management shares all new requests automatically with the reporter's customer organization. This article covers steps to change this setting so that requests are no longer automatically shared with the whole organization.

Solution

Disable automatic sharing for all projects

This setting can be changed by going to Settings > Products > Configuration.

Under Should new requests automatically be shared with a customer's organization?, select No, don't share email requests with the customer's organization.

The customer who is part of an organization will still see the option to share their request with the org, but the default value for the field will be "no one".

Use automation to remove organizations from requests

If you wish to ensure requests are not shared with organizations, you can create an automation rule using the action to edit the Organizations field and clear it whenever a request is created.