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Unable to see Share With Option on the requests

Engineering_c2p9qb

I have setup a new board Jira Service Management and have opened it up for users.
Though the users are able to raise requests, they are unable to see the other requests raised.

I understand the there is a "Share With" option that allows us to do this but I am unable to find that option in my requests.
Can someone help ?

Thanks,

Tanuj Sharan

Accepted answers

All comments

Jack Brickey

Hi @Engineering , welcome to the community.

The share with option is visible when viewing a given request in the portal only. The share with option is not available when creating an issue however. If you want to include a customer as an agent in the Issue view within the JSM application, you can add them to the Request participants field.

Dave Mathijs

Hi @Engineering welcome to the Atlassian Community!

Here are the screenshots of the differences between the Customer (Portal) View:

Customer View (Portal)

Screenshot 2024-08-01 at 14.21.49.png

The customer can go to his open request and then click on Share to share it with someone else.

Agent View (Jira Service Management)

As an Agent, in the right-hand side panel of the issue view, under Details click on Request participants to share the request with someone else.

Engineering_c2p9qb

I am unable to find Share With Option in the request form.
There is another project with similar access and out there the Share With option is shown in the request form.

How can I enable the option in my project ?

Dave Mathijs

Make sure that you customer permissions are set correctly:

Customer sharing

Control how existing customers find other customers and share requests with them in the portal via the Share with feature:

Customers can search for other customers within their organizations:

Customers can use search to find other customers in their organizations, and share requests with them.
If a customer isn’t in an organization, they won’t be able to share requests.

Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project:

Customers can use search to find other customers in their organizations, and share requests with them.
Customers can share requests with other customers in the project by typing their email address.
If Anyone on the customer access settings (with Allow customers to create accounts in customer access settings) has been selected above, customers can also share requests with any email address. Sharing with an email address that doesn’t match an existing customer will invite them as a new customer.

Customers can search for other customers within their project or organizations:

Customers can use search to find other customers in their project or organizations, and share requests with those customers.
Choose this setting if you’d like to allow customers to choose approvers.

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