Jira's "Share with no one" option is not working as expected

[Julie Miller]

We assign our external clients to a Customer account. A few customers have tried the "share with no one" option and been surprised to see all of their Jira users notified. I see some discussions here and it seems that the way around this is to assign all of our client team users to an individual Customer account. That will not work for us. 

Instead, I plan to set up a new Customer account for the same client and only add a couple of users to it. That way, sensitive tickets will be shared with just 2-3 people who should see them. 

Ideally, we would like to hide the "Share with no one" option. Is that possible?

Thank you,

Julie Miller

[Dan Breyen · Accepted solution]

Hi Julie, here's the Jira to hide the 'Share With' field all together on the portal.  It's not gaining much traction. JSDCLOUD-10455 

Also, you can check in your Product configuration (Settings (gear) / Products) then under JSM select 'Configuration'.  I would make sure 'No, don't share....' is selected under 'Should new requests automatically be shared with a customer's organization.'

Hope that helps.

[Julie Miller]

Thanks for the link, Dan! I've added my scenario with a request to hide the 'Share With' option. We do have 'no, don't share' selected for 'Should new requests automatically be share with a customer's organization.'

Thank you for your help!

Julie Miller

[Ste Wright]

Hi @Julie Miller 

Why wouldn't assigning each customer's user an individual account work?

This is the obvious solution, so is there a reason to not do this rather than finding a workaround?

Ste

[Julie Miller]

Stephen, we use one Customer account for each of our external clients. Then, we add multiple client contacts to that Customer account. Because "share with no one" functions at the Customer level, it is not needed for us. 

Thanks!