Can I disable the "share with" question on our outward facing Jira form? It is not useful.

Question

There is a share with option in the drop down, when submitting a Jira ticket to send the ticket to your respective member company. If a member chooses this option, everyone in their company will get a message about the Jira ticket. Can we remove this as it is not a useful tool and results in confusion?

Thank you,
Brian

Shreyas_Quietmill · Answer

Hi @Brian Dowling

Adding one option to Graham's, because there are really two different fixes depending on what you want:

If the goal is removing the question entirely, Graham's toggle is it - Project settings > Access > Customer permissions, turn off sharing with organizations, and the dropdown disappears from the portal form.

If you'd rather keep the ability but stop the default blast-to-everyone, there's a global setting instead: Jira settings (cog wheel) > Products > Jira Service Management configuration > "Should new requests automatically be shared with a customer's organization?" - set it to No. The question stays, but it defaults to private, so the whole company only hears about a ticket when someone actively chooses to share it.

Given you called it "not useful" I suspect the first is your answer, but worth weighing the second before killing sharing outright - org sharing is also the only way a member sees a ticket their colleague raised, and that request tends to arrive about a month after you turn it off.

Graham Moore_e9phje · Answer

Hi Brian - are you referring to the 'Share +' option on the portal after submitting a request? If so, that can be disabled within the space settings in JSM (Access > Customer permissions > uncheck 'Allow customers to share requests with organizations they are a member of'.

You can also modify it globally if needed!