Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root


1 badge earned


Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!


Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.


Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!


Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Customers can't see "Share" button on Service Desk issues

I have a problem with my Service Desk (3.8.1). Customers can't see the "Share" button in Portal issues.
I checked Customer Permissions: "Who can customers share requests with?" is set as "Any customer or organization, by searching in this project", but still having this error.
What can I check or do? 


5 answers

Capture.JPGyou need to change customer permission to enable share option

this worked, tested today and it fixed the issue. 

Make sure the share setting are correct here:

Setup an organization or use the options 2 or 3.

I think we found the answer. Basically, what the "Share" Button is doing is modifying the "Request participants" custom field. So you need to check your Permission Scheme that the Service Desk Customer Portal Access role is allowed to Edit the issue.

Fixed it for us.

Best regards,


Thanks for the hint. That is true we may think that custom user has only "create" and "comment" features when using portal...

0 votes
Lenard Lee Atlassian Team Nov 18, 2017

Hi Marcos,

Does this happen to all customers in the project? Or only on selected customers? 

It'd be good if you could try on multiple users, across multiple browsers and devices so we could rule out browsers and browser extensions compatibility.



It happens to all customers.
I tried in Chrome, IE and Firefox and doesn't works.

Anyway, I don't need this anymore because it will be done with a script in the future.

Thank you.

Like Omniworks Administrator likes this

I face same issue: no customer can share issues... Only members of "jira-servicedesk-users" with Service Desk license granted show "Share" button.

I have found no clue or documentation that reports required permission in "permissions scheme" to get "Share" available.

Is "edit" permission required because of appending users in "Request participants" ?

Any hint about this permission issue ?

Like Anas Gueroihi likes this


Nope, no hints about that.


Well, since others have the same question as well, why not leave it open?


Yes, you are right.

I didn't thought about that...


I propose to check that concerned users are members of "Service Desk Customers" project role.

If not, you may register them all thanks to a single group.

Suggest an answer

Log in or Sign up to answer

Atlassian Community Events