We've recently started using Service Desk for our internal support. I've set up a bunch of request forms, so that I can tailor the questions to request types - so far, so good.
However, some (possibly all, I'm not sure) users have a "Share With" box on the forms. It isn't there in the form designer, and it isn't showing up for me in the portal. It also defaults to sharing to the whole customer (which I obviously don't want). Email requests were by default being shared to everyone, but I've managed to turn that off.
Is there any way to remove this completely, have I missed a setting somewhere?
Do you mean you want to disable 'Share' option on the customer portal view?
Currently, it's not possible to disable the share button in the customer portal. We have a feature request suggesting the implementation of this ability: JSDCLOUD-7057
The best workaround I can think of at the moment is to make use of customer permissions settings in the JSD project.
- Got to Project settings > Customer permissions.
- For 'Who can customers share requests with?' choose, 'Other customers in their organization. This option only allows them to search for customers in their organization' option.
- Do not add the customers to any org in the project.
With this the customers will not be able to search for anyone to share their ticket.
Hi Veera - thanks for this post ... I think at a more granular level, the Share with field and the visibilty of it needs to be configurable. We are trying to created some SDs for internal use and some for external use and are not able to successfully do so ... One adding all users to an 'internal' org that we sync with an internal users group, the Share with field shows and potentially has the tickets shared with the entire org. Not expected. Please advise. Thank you
@veera this definitely needs to be configurable and BTW
" - For 'Who can customers share requests with?' choose, 'Other customers in their organization. This option only allows them to search for customers in their organization' option."
does not exists on the that configuration page as of now. ( it most probably has been removed )
The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...
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