Request sharing
A portal customer can share a request with the other contacts in the customer organisation. Sharing is off by default. A global administrator enables it for each organisation.
Sharing settings
Two settings control sharing for an organisation:
Who decides to share a request
| Value | Meaning |
|---|---|
| Disabled | Sharing is off. Only the creator and the participants can see the request. This is the default. |
| Requester choice | Each request starts private. The creator can share it with the organisation at creation. |
| Automatic | Windshift shares every request with the organisation. |
Who can see a shared request
| Value | Meaning |
|---|---|
| Organisation | Every contact in the organisation. This is the default. |
| Roles | Only contacts that hold an allowed contact level. |
The audience setting has an effect only when sharing is not disabled.
When the audience is Roles, the administrator selects the allowed contact levels. A contact sees a shared request only when the contact holds one of those levels.
Configure sharing
- Open Customers and select the organisation.
- Select the Sharing tab.
- Select the sharing mode.
- Select the audience.
- When the audience is Only selected contact levels, select the allowed contact levels.
- Save the settings.
Per-request sharing
Under Requester choice, the request form shows a sharing option. The creator decides at creation. The value does not change for the life of the request. To change the decision, create a new request.
Only the creator sets the sharing value. An agent cannot share or unshare a request on behalf of the customer.
Visibility rules
A customer can see a request when one of these conditions is true:
- The customer created the request.
- The customer is an explicit participant.
- Windshift shares the request with the organisation and the customer passes the audience check.
A shared viewer can participate in the request.
Cross-organisation isolation
A customer never sees a request from another organisation. The rule applies to the request list and to the request detail. A guessed request ID fails the same way as a request that is not in the list.
Default behavior
An empty organisation setting means the current behavior. Sharing stays off until an administrator enables it.