Customers are not able to share tickets (Jira Service Desk)

[Nina Zolotova]

Hello.

My customers can not share their tickets with anybody. They can see "Share" button on customer portal and can choose other user from list but after pressing "Share" button nothing happens.

[Andy Heinzer]

Hi Nina,

What version of Service Desk is this?

Does this problem only happen for users in the customer only role?  If an Agent uses the customer portal to create a test ticket, can they share this with other users? or does this fail as well?

If this fails for those users too, I'd be interested to see if you can Generate a HAR file when trying to share this.   It could be that this HAR file will capture an error or response that might tell us more about this problem.

I would also be interested to learn if there are other error messages in the $JIRAHOME/log/atlassian-jira.log or the atlassian-servicedesk.log file at or around that time that might give us some more clues here.