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The 'Share' button is visible for all users, but some only get "No Results Found"

Ken Wood

SD is configured to allow anyone to share by searching using email address. For most of our 2,100 users, when they select to 'Share', they can type into the "Share this request" dialog box and find and select users to share with.

A few people CANNOT select anyone. Regardless of what is entered into the 'Share this request' dialog box, all these users get is 'No results found'. I've administratively switched to several accounts and confirmed the behavior. Yet it works fine for the vast majority of users.

Anyone know what things I could look for about these few users that makes them different, i.e. prevents then from seeing any choices to share the SD ticket with?

Accepted answers

All comments

Sachin_q0v8o8

Hello @Ken Wood , can you confirm if you have below settings for customer permissions?

You mentioned you have "Any customer, by typing an email address" can you change it to "Any customer or organization, by searching in this project" and see if it helps.

Ken Wood

First parameter, we have "Customer who have an account on this Jira site"

Second parameter is set to "Any customer by typing an email address"

We have been using this configuration for a long time - we have over 8,800 tickets in the system.

The people having this problem do have accounts, and they are logged in. And for most all users that configuration has been and is still working.

Sachin_q0v8o8

Thanks for that info Ken, you need to change the second parameter to "Any customer or organization, by searching in this project" to enable share option. See Customers can't see "Share" button on Service Desk issues , How do I give access to customers to share tickets

Ken Wood

Yes, I had seen that article, and several similar - but they CAN see the share button, that is not the problem. The problem is, when they click the Share button, they CANNOT select any other users. Conversely, other users also see the Share button, and when they start typing to select other users, they DO see other users. In other words, Share is available to ALL, but selecting someone to share with seems to vary.

So, there seems to be something else in play here.

Andrew Laden

Just a guess, but maybe its related to the "Browse Users" global permission?

Administration - > System -> Security -> Global Permissions

"Ability to select a user or group from a popup window as well as the ability to use the 'share' issues feature. Users with this permission will also be able to see names of all users and groups in the system."

Ken Wood

Thanks, but all users have the proper permission.

Andrew Laden

Are you using Organizations?

My reply is a bit belated, but maybe someone coming upon this question later will benefit.

I don't think that "all users have the proper permission," otherwise, they'd be able to see the users. Don't assume you have the right settings if things aren't working as expected.

There are two things that could be going on that have already been mentioned that you should at least check/try out.

Global Permissions

I'm thinking what @Andrew Laden is thinking on this one. If your Global Permission for "Browse Users" is not set to "Anyone on the web," then not everyone will be able see the users.

This is a different setting from what's in the project's permissions scheme or the Customer permissions section.

Most of your users may be able to see the users if they have licenses, if your Browse Users Global Permission is set to the same group you use for giving users licenses.

I'd double check the Global Permissions if I were you. Can't hurt.

If Global Permissions are fine, then it's the Customer Permissions. In fact, I know the Customer Permissions are not set properly, but you also want to make sure the Global Permissions are correct.

Customer Permissions

I also agree with @Sachin, the Share button will appear with (at least) either of the last two options selected under the shared request setting. However, if that second setting is not set to "Any customer or organization, by searching in this project," they won't (necessarily) be able to find users by typing them in. (Not sure if you saw this page or not.) I know this, because it has happened to a project on our instance, and that was the fix for it.

You said that the second setting is set to "Any customer by typing an email address," therefore, it's not set to the 3rd option and will not work for all users.

Summary

If your Browse Users Global Permission is set to "Anyone on the web" and the Customer permissions share request setting is set to "Any customer or organization, by searching in this project," and you still have problems, then there's a problem. I have a feeling, though, that these two settings will fix it for you.