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Creating Team Shared Tickets - Jira Service Desk

Dominik Schanz

Hello Community,
We are experiencing an issue with the Jira Cloud Service Desk. Previously, when Customer creating a ticket via Jira Service Desk, the customer had the option to choose whether they wanted to share the ticket only with themselves or with a group before saving it.

This option is no longer available. We now have a new project and are wondering how we can get this option back, or at least make the ticket visible to everyone in a team!
?

Accepted answers

Nikola Perisic

Hello @Dominik Schanz

In your service management project, have you checked the Customer permissions?

Screenshot 2026-01-20 at 15.03.33.png

Make sure that the first checkbox is checked. The other options are according to your needs.

All comments

Nikola Perisic

Hello @Dominik Schanz

In your service management project, have you checked the Customer permissions?

Screenshot 2026-01-20 at 15.03.33.png

Make sure that the first checkbox is checked. The other options are according to your needs.

Dominik Schanz

Yes its checked.

We haven't changed anything in the permissions for months! Even in the projects that existed previously, it is no longer possible to make this selection when entering data via Jira Service Desk.

Screenshot 2026-01-20 150835.png

Nikola Perisic

Okay, have you seen this article: https://confluence.atlassian.com/servicemanagementserver/managing-access-to-your-service-project-939926273.html

Marc -Devoteam-

Hi @Dominik Schanz

In the new space, are you making use of Organisations in the space?

I suspect not, then the Share option is not available on the request on the portal.

Dominik Schanz

I understand, but even in existing projects, the selection is not available in the Service Desk.

Marc -Devoteam-

Hi @Dominik Schanz

If a JSM s[ace is not making use of Organisations, this option is not available.

Organisations to store customers needs to be used.

The Organisations can be found on the Customer option on a JSM space.

Otherwise, please show a screenshot on what you think is missing on the jsm space

Dominik Schanz

Where exactly does this need to be selected so that organisations want to use it? It's very strange that we never changed anything in the settings – perhaps through an update?

Where can I activate the organisation function for the projects/spaces?

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