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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

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...

Make sure the share setting are correct here:

Setup an organization or use the options 2 or 3.

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

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 ?


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.

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