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How to share a ticket on creation ?

Gal Fatal

Hi,

I'm trying to give customers the option to share a new ticket in the portal with someone in their organization during the ticket creation process. However, I can't find a way to enable this . I know there is an option to share the ticket after it's created, but the customer would like the ability to share it right upon creation. Any suggestions?

Thanks,
Ga

Accepted answers

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Samuel Gatica _ServiceRocket_

Hi @Gal Fatal

Using the Form feature, you can add the Multiple users type field and then associate this with the Request Participant.

Hope this works

Best regards

Sam

Bill Sheboy

Hi @Gal Fatal

My understanding is the "share" feature just sends the work item link in an email to a person, team, etc., optionally including some message text:

https://support.atlassian.com/jira-software-cloud/docs/watch-share-and-comment-on-a-work-item/#Share-work-items

For your scenario, when the people have a Jira license a multiple-selection, custom user field could be added to the work item create view, allowing them to select the people. Then use an automation rule to send the notification to share the link.

If you only have email addresses, a text field could be used to enter them, and then parse that into individual addresses for the send email action.

Kind regards,
Bill

John Funk

Hi Gal,

I just put the user in the Request Participants field directly, That's really all the Share is doing anyway,

Brant Schroeder

@Gal Fatal just to reiterate what others have said you should use request participant. You can just add it to the initial form in the portal when they submit and name it to whatever you need to help individuals share th Screenshot 2025-11-03 095630.png e request on creation.

Gal Fatal

@Brant Schroeder thanks

But when I add the field it sets it as a HIDDEN and I cannot change that, so it's hidden from the portal any suggestion how to remove the hidden ?

John Funk

When you click on the > next to Hidden, can you see the box for "Use preset value and hide from portal"? You should be able to uncheck this.

Brant Schroeder

@Gal Fatal - Per @John Funk comment "When you click on the > next to Hidden, can you see the box for "Use preset value and hide from portal"? You should be able to uncheck this. "

Tal Sofir

Hi Gal

I had the same requirement, I can suggest an OOB workaround using automation rules with one disadvantage - it will work just for one participant.

1. Creating new custom field using short text type named 'Participant as text'

2. Adding this field into the request form.

3. Validate using regex that is it an Email syntax.

4. Create new automation triggered by Field value changed.

5. Populating the real OOB Request participants with this value.

Tal

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