Share new requests automatically with a customer's organization
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Learn how to disable automatic request sharing with a reporter's organization in Jira Service Management, and how to enforce this using an automation rule.
Solution
By default, JSM shares every new request with the reporter's customer organization. This article shows how to turn that off. Note the site-wide setting only changes the default — customers can still choose to share; use the Automation option to enforce.
Change the default (all projects)
This setting can be changed in Settings > Jira Apps > Configuration.
Set Should new requests automatically be shared with a customer's organization? to No. The share field then defaults to "no one".
Enforce (per project)
Create an Automation rule that clears the Organizations field on request creation.
To confirm if it works, raise a test request as a customer in an org and confirm it is not shared with the organization by default.
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