Hide share with organization option from JSM portal

Question

Is anyone know How to hide share with organization option from JSM portal or any workaround so that share with option not visible to customer.

Josh · Answer

The important caveat with the documented workaround is that it changes the sharing model, not just the label: removing customers from Organizations can also affect organization-based visibility and notifications. I would test it in a portal-only customer account before applying it broadly, and verify both an existing request and a newly created request. There is no supported portal customization for hiding only that control with CSS/JavaScript, since the portal UI is Atlassian-managed; if organization sharing is required, the safer path is to leave the option visible and explain the policy in the request type/portal description while tracking the feature request.

Sami Shaik · Answer

One setting sits underneath all three replies, and it is the one to change first, because it prevents the share rather than undoing it. The KB Trudy linked says plainly that the Share With field and the +Share button cannot be hidden, and then gives the control that decides what the field is set to by default: Atlassian Administration (cog) → Products → Jira Service Management → Configuration → Organization Management → "Should new requests automatically be shared with a customer's organization?" Set that to no one, and a request a customer raises in the portal arrives private to the reporter unless the customer deliberately shares it; the field is still there, but it is empty by default rather than pre-filled with their organization (understand share options in the JSM portal). Pair it with Customer permissions in each space, where "Customers can search for other customers within their organizations" versus "within their project" governs who they can share with when they do click it.

So, in order: the organization-management default (prevents the automatic share), the customer-permissions scope (limits the manual one), then Josh's automation only if you also need to reverse deliberate shares. The feature requests Joseph linked are still the only route to removing the button itself.

Josh · Answer

Hi, to add a practical option alongside the feature request Joseph linked: if you need to keep using Organizations but don't want requests shared with them, you can undo the share after the fact with automation.

Create a rule in Space settings > Automation with the trigger Work item created, optionally a condition that Organizations is not empty, and the action Edit work item fields with Organizations set to empty. Add a second rule on Field value changed for Organizations if you also want to block customers sharing from an existing request.

The button still shows on the portal, so it's worth adding a line to the request type help text saying requests are private to the reporter. But the data side is covered, because nobody else in the organization will see the request once the field is cleared.

Test it on a single request type first, since some teams rely on organization sharing for approvals or shared mailboxes.