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How can I stop Share With showing in my request forms?

Vince Naylor
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January 7, 2020

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?

 

Thanks,

 

Vince

1 answer

1 vote
Veera
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 7, 2020

Hi Vince,

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.

Yatish Madhav
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October 7, 2021

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

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Husein Mithiborwala
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December 18, 2021

I 100% agree this needs to be configurable. We are in the same boat in that we want to hide it.

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Navid B May 17, 2022

@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 ) 

Bernd Gurn May 22, 2023

I also like to have the "Share this issue by emailing other user" button in the service desk view (not the portal) to configure. As a minimum i´d like to have this to disable due to the fact that the email is not customizable  in my companies CD nor can i add the needed legal stuff in any way.

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