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Issue Sharing (Customer) - Can you Share at the point of ticket creation?

Michael Woolfall

Hi Community!

See this help article:

Jira Service Management issue sharing | Jira | Atlassian Documentation

My question is - Customers can Share an Issue AFTER the Issue has already been created... But can Customers Share an Issue WHEN THEY ARE CREATING IT?

Apparently, it could be done in the old JIRA... In JIRA Cloud I have tried adding "Request Participants" to a Request Type but it didn't look like Request Participants was in the list of selectable fields.

If it can't be done, that's fine, I just want confirmation that it can't be done.

Kind Regards,

Michael

Accepted answers

Sarah Wright_gz218r

I have done this in cloud via form and linking a form field to the request participants field. Maybe give that a go.

All comments

Sarah Wright_gz218r

I have done this in cloud via form and linking a form field to the request participants field. Maybe give that a go.

Michael Woolfall

Thanks @Sarah Wright

We haven't used Forms at all yet - What's the difference between a regular, standalone Request Type and a Form?

Sarah Wright_gz218r

When creating a request type you configure a form view, which is the first tab you see when creating a request type. This shows the fields that would show to a customer on your portal. This can only show fields that are created as a result of the project you created or any custom fields that are created.

A form can be added to supplement (add fields below the ones added to the request type) or entirely replace the request type form for the customer to use. When you create a form, you can add more fields to collect information. There are many types of form fields available to you and can use conditional logic. The data collected in these fields is stored only with the form on the issue. The data wouldn't be accessible in any filters or queries. However the fields CAN link to the custom/JSM fields mentioned above.

Why would you create a field on a form to link it to a JSM field? Using forms gives you more control over the layout of the form, lets you add context to your form, place the fields in any order you want AND enable using the fields with conditional logic.

You can learn more about forms in Atlassian's documentation.

Emilia KASPRZYK

I do it this way too, it works flawlessly

Michael Woolfall

This worked for us. A note though is that you may need to change setting for "Customer sharing" to "Customers can search for other customers within their project or organisations" for all names to appear in the list for all customers.

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