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

Marcos Sanchez
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November 16, 2017

Hi,
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? 

Thanks.

5 answers

10 votes
Heshan Manamperi
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November 1, 2019

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

PJ
Contributor
January 3, 2023

this worked, tested today and it fixed the issue. 

Like Freddy Sulbaran likes this
Rajan Dangol
Contributor
July 17, 2024

If you click on that option, would that mean customer can see other customers tickets as well?

7 votes
Marc Keil
Contributor
July 5, 2018

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,

Marc

Yves Martin
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July 5, 2018

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

4 votes
Avinash Singh
Contributor
July 31, 2018

Make sure the share setting are correct here:

https://yourdomain.com/servicedesk/admin/SER/request-security

Setup an organization or use the options 2 or 3.

0 votes
Marcos Sanchez
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May 8, 2018

---edited---

0 votes
Lenard Lee
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
November 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.

Regards.
Len

Marcos Sanchez
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November 22, 2017

Hi,

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
Yves Martin
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May 4, 2018

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
Marcos Sanchez
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May 4, 2018

Hi,

Nope, no hints about that.


Regards,
Marcos

Marc Keil
Contributor
June 27, 2018

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

:-)

Marcos Sanchez
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June 27, 2018

Yes, you are right.

I didn't thought about that...

;) 

Yves Martin
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June 27, 2018

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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