Traceability when sharing tickets via the share function in JSM

[Daniel Pfeffer]

Hello out there,

If a ticket is sent in Jira Service Management via the share function, this cannot be tracked because there is no entry in the activities. An “internal note” must always be added.

• Is there a setting for this that tracks the sharing of tickets?
• How do you solve this tracking?

Best regards

CRB, Daniel

[Jeroen Poismans · Accepted solution]

Hi!

When an issue is shared in the portal, that results in the Request Participants field to be updated and that you can see in the activities of the issue.

Portal:

Issue activity:

Hope this helps!

Jeroen

[Daniel Pfeffer]

Good morning Jeroen

Thank you for your feedback and the tip. However, we use the function directly in the ticket for internal sharing of customer tickets and not via the portal.
There is a function for this in the top right-hand menu.

Why is the sharing not logged in this case? Or can this be activated in the settings?

Best regards

CRB, Daniel

[Jeroen Poismans]

Hi Daniel,

The Share you are referring to is more of an FYI. You are sharing the ticket with someone who already has access to it, for example to take a look at it. If you provide a user there that does not have permission to view the ticket, he won't see the ticket even after sharing via this way.

With the share on the portal side (or by adding Request Participants),  you or the customer is granting access to the ticket to someone who normally hasn't. That's why with the first option there is no log, simply because you are not changing anything to te permissions.

Jeroen